On wanting our Bureaucracy to be the very finest.
Recently I helped prepare a Passport application for an upcoming trip. This form can first prepared on the computer, and then taken in to an actual goverment office to file. The process was wonderfully well explained and made easy, and actually works. But I found myself wondering why an insignificant mistake in the online form hadn’t been fixed yet.
On the form, where it asks for your phone number, it formats your phone number as if it were a social security number instead. The number is still readable, but just looks a little strange. No big deal at all.
All the same, at first I was a little shocked. The U.S. Department of State is a big time operation. Was this ignored mistake a sign of our “outdated and crumbling infrastructure?” How many millions of people have encountered this tiny mistake in the online application since they first provided it? Does no one take pride in the details of this most auspicious task?
About two seconds later, I realized one (of many) obvious answers. They have much bigger problems to fix. And this experience brought a new awareness rapidly to the surface. Had I temporarily applied a bizarre expectation for my buraucracy to provide a flawless consumer experience to every single person that interacts with it?
What an embarassingly childish thought to have had.
