| For anyone interested in how this can be changed, here’s an example from the Nordics. In the early 2000s, the Swedish tax agency, Skatteverket, started a journey from “tax police” to service. This was a radical change that affected every aspect and function of the bureaucracy. It went from far down the list to the second most trusted agency (after the Swedish Armed Forces) in 2023 [1]. As a citizen, the differences are notable. I came to Sweden after the change, and my previous experiences in other countries were very similar to the friction-filled endeavor implied by the author. The people I dealt with were similarly unhelpful, unconcerned, if not downright undermining my efforts to comply. This is all a result of a system that breeds friction. Citizens and bureaucrats alike simply play their part.
Moving to Sweden was an otherworldly experience. My first mistake, and resulting interaction with the agency, was met with compassion and understanding from a bureaucrat who then made an effort to help put things right. It’s hard to describe how radically different the situation felt. Anger, frustration, and helplessness were gone. Instead, I felt like sending flowers to Karin, the bureaucrat (I really should have). I’ve become a better citizen, more likely to comply going forward. I wish more agencies around the world would take note, especially now, in a world trending toward fewer human interactions and increasing digitalization. Bureaucracies and technology alike should continue to be built to improve collective human experiences, not break us apart. [1] https://chef.se/artiklar/skatteverkets-forandringsresa-nagra... Apologies for the poor quality link, my morning Googling wasn't very effective. |