Missing Piece
The file becomes a jigsaw: one glowing gap, one photo, resubmitted without restarting.
The job
Ranks every document requirement by the holds, rejections and repeat requests it causes, priced in days citizens lose. Gives each an owner and a fix-by date, lets applicants send the missing piece in chat without restarting, and retires requirements that never change a decision.
The moment
An applicant has been rejected twice for the same missing stamp. Their file is shown as a jigsaw, with the one missing piece glowing.
The applicant sends one photo in chat and reads: "Complete. Resubmitted. No need to start again."
Back in OnClarity, the card for that document requirement changes from red to improving.
In the list of retired requirements, a new entry appears: the second copy of the lease, which cost citizens 4,120 days and changed no decisions.
What it does
- Assign requirement owner and fix-by date
- Edit applicant-facing piece copy
- Request the missing piece and resubmit (applicant side)
- Try a stuck resubmission again
- Propose a requirement for cancellation and bury it
- Send the zero-bureaucracy review pack
What you see
Two faces: an applicant-facing jigsaw of their own file with one glowing gap (AI agent chat widget, WhatsApp) and an internal requirement kill-list that ends in a Requirements Graveyard of headstones
What it moves
Resubmissions accepted each month without restarting, the days given back to citizens, and complaints about being asked for the same document twice, per 1,000 applications.
Built for
- Citizens & customers
- Operations
