1. Mapping how we reach public services
This is the longest single part of the session, and it is built entirely out of what the room says. One at a time, each person names one procedure that cost them time since arriving in Belgium, says where it stopped, and says what the gap or the bottleneck actually was. Nobody comments or answers during the round. Everything is typed straight onto the shared screen, so the map builds itself in front of the room.
We will do the following work together:
When responding please check the following questions to guide our discussion:
Which procedure has cost you the most time since you arrived in Belgium?
Was it clear from the start which office was responsible, and which one was not?
Were you asked for the same document more than once, by more than one office?
Where exactly did the procedure stop, and what stopped it?
Was the problem a gap, meaning nobody had told you something, or a bottleneck, meaning you knew what to do and still could not get through?
What did you need that simply did not exist in any language you read?
Did you complete it alone, or did somebody have to help you?
Was there a moment where you nearly gave up, and what caused it?
By the end of the round the room is looking at its own map of how public services are actually reached, with the gaps, the bottlenecks and the unmet needs marked on it in its own words. That map is one of the outputs of today in its own right, and it is the raw material for everything that follows the break.
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