How We Institutionalized Incompetence
16th October 2020
You’ve probably noticed things no longer work as well as they once did. For example, the store’s online inventory says something is in stock and when you get to the store, it’s not on the shelf. A small issue, but telling nonetheless.
Or you might call a local government agency to get an explanation of how a new fee is calculated, and nobody’s ever available to explain it–or sort out your punitive late fee even though you paid on time.