A Government That Cannot Answer The Phone.

The proposals here address the operational layer where citizens actually meet the state: the IRS that hangs up after a four-hour wait, the VA that takes years to process a claim, the SSA whose website goes down on weekends, the agencies whose forms still ask for a fax number. Service delivery is where political consent is renewed or eroded, one transaction at a time. A government that cannot deliver its services cannot be argued out of low approval ratings; it has to be redesigned out of them.