Changes at "3. Our recommendations"

The last working part of the session belongs to the room. We read our page back, check that nothing essential has been left out, and put the headings in the order that matters most. Each heading then becomes a recommendation, written in the room's own words.

The aim is a short list, 6 to 8 lines, and it is what closes the session. Each line names something an office could actually do, so that it can be acted on and not only agreed with. A recommendation that says what should change on a form, in a letter or at a counter is worth more than one that asks for a general improvement.

The main question

What are your main recommendations to ensure better procedures, and to avoid inaccessible bureaucratic processes and bottlenecks?

Questions to help us answer it

• Of everything on our page, which line would have saved you the most time?

• Which of our own headings matters most, and which could be dropped?

• Which procedure since you arrived went better than you expected, and what did that office do that the others did not?

• What is still missing that would have helped: a checklist, a completed example, a telephone number, a translation?

• If one office could change one thing on Monday morning, what should it be?

• What would we tell somebody starting one of these procedures next week?