So we met with hundreds of individuals who worked at government agencies, from the tax agency, the lands office, utilities company, the agency that's responsible for registering companies, and with each of them, we observed them as they served customers, we documented their processes — most of them were manual.
Entrevistamos a cientos de personas que trabajaban en entes gubernamentales, desde la agencia tributaria, el registro de tierras y los servicios, hasta la agencia responsable de registrar empresas, y observamos cómo cada uno atendía a los clientes, documentamos los procedimientos, muchos de ellos manuales.