ServiceNOTE
Reducing Friction in Governance
Applying service design heuristics to reduce administrative wait times
June 12, 2026·1 min read
Admin services should be invisible. When citizen documentation requires hours of office visits, it signals a failure in process mapping.
Field Observations
In municipal pilot tests, we mapped certificate application paths. By replacing in-person checks with digital forms, application processing latency dropped from 5 days to 15 minutes.
