Time Tax Refund
Price the hours citizens lose per procedure, then refund them.
The job
Turn every 'second visit', 'same document again' and 'waited four hours' into hours lost per procedure. When a procedure is cut, prove the hours were given back and tell every complainant.
The moment
The agency's annual line reads We refunded citizens 212,000 hours this year, backed by procedure-level complaint curves. That afternoon 3,400 people who complained about the second visit get a WhatsApp from the agency's own number linking to their refund certificate. On the lobby screen the odometer, which had been spinning all year, drops to a crawl.
What it does
- Commit a cut with a pre-registered threshold
- Grade the sample
- Notify every reachable complainant that the procedure is gone
- Issue refund certificates and the annual return
- Open the hours behind a line
What you see
Citizen-first tax return and refund certificate per procedure, with a lobby odometer and an annual return
What it moves
Citizen hours lost per 1,000 transactions per procedure, and hours refunded per year (also shown in dollars at the published wage rate)
Built for
- Executives & leadership
- Citizens & customers
