ONE OF the things that people hate about going to the DMV is waiting in line. Same thing is true in many other citizen oriented service departments.
While the main focus of this blog is government innovation using digital technology, this morning's Wall Street Journal has a great article that should be read by government managers - it's about the science of lines.
The focus surrounds retailers efforts aimed at trying to speed up lines and what works and what adds to aggravation.
Maybe there's a nugget in the material that you could use to help improve the citizen experience?