Impossible Staircase
Finds the catch-22s citizens are trapped in, and breaks them with both owners.
The job
Finds catch-22s people describe across departments or agencies (you need X to get Y, and Y to get X), sends each to both owners who can break it, gives front-line staff a workaround meanwhile, and reports the citizen hours saved.
The moment
The committee screen shows a staircase that loops back on itself: to renew the licence you need the certificate, and to get the certificate you need the licence.
The loop involves two agencies and 1,140 contacts in 90 days, and 38% of those people said it was their second or third trip.
Both agencies fix it together. Five weeks later the app judges the problem as looking over, and a door appears in the drawing with a citizen's words: "finally done in one visit".
The counter shows about 770 citizen hours and 230 repeat visits avoided so far, a minimum estimate based only on contacts the app heard.
What it does
- Confirm a loop into the registry
- Send one joint case to both owners
- Route the interim workaround
- Record the fix date and pre-registered verdict
- Refresh the counts and pick the door quote
- Open the loop's tickets
- Send the broken-loops gallery
What you see
Illustrated impossible staircases with walking figures, one per loop, and a broken-loops gallery of doors
What it moves
Catch-22 loops confirmed broken each quarter, and citizen hours saved and repeat visits avoided per loop, as minimum estimates in the units used by red-tape reduction programmes.
Built for
- Product & digital
- Executives & leadership
- Operations
- CX leaders & VoC
