Charles, Ozzy, and Personas' Importance.
King Charles and Ozzy Osbourne might not be the duo you’d expect side by side

Imagine walking into a library where none of the books are cataloged. No sections, no categories, no system. Every title is just piled on random shelves. You could spend hours searching and still miss the book you need.

There is a common saying: you cannot really understand someone until you have walked a mile in their shoes. In government services, ask staff to step into the shoes of a citizen and try to complete a common task end-to-end and watch what happens.

Big transformations in government rarely fail because of ideas. They fail in the execution. Plans get written, but follow-through is inconsistent. Improvements are made, but results are not measured. Staff move on, and the history of what was tried and why disappears.