Managing Expectations

from Governing's Managing Technology Conference in Seattle When I worked at the Big Belly Deli, I had a philosophy when someone called in a carry-out ...
by | May 29, 2008

from Governing's Managing Technology Conference in Seattle

When I worked at the Big Belly Deli, I had a philosophy when someone called in a carry-out order. I'd always lean toward overestimating the time that it would take to make a sandwich (telling the caller 20 minutes when I thought it would take 15), rather than underestimating the time. I figured that customers are never grouchy when their food is ready early, only when it's late.

I'm glad to find out that the same philosophy is alive and well in state government. The state of Washington has become the first state to develop an enhanced driver's license (complete with RFID, etc.) that doubles as a passport.

Since it takes a rigorous documentation check to get an EDL, you can't get one the day you apply. The state tells applicants that it will take two weeks for the EDL to arrive. However, Liz Luce, the director of the Department of Licensing, confided that often it takes just one week.

Josh Goodman
Josh Goodman  |  Former Staff Writer
mailbox@governing.com

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