In Phase 1 of this hackathon, submitters were asked how bureaucracy makes my job tasks (e.g., submitting an expense report) harder or easier. I cited the following factors:

- the amount of time I have to spend interacting with the bureaucracy,
- the amount of training that I have to complete in order to learn how to interact with the bureaucracy to complete my task,
- the quality of support I receive when questions arise or obstacles occur in dealing with the bureaucracy,
- the number of approvals I have to obtain to progress the completion of my task,
- how close does the bureaucracy help me achieve my goals (e.g., hiring a great employee), and
- the level of flexibility/agility the bureaucracy demonstrates when dealing with exceptions to the envisioned scenarios with which their rules were determined.

In regard to the first three metrics, a common issue with many bureaucratic systems is the burden placed on the user to learn, apply, and navigate the bureaucracy's processes that have been set up to accomplish a particular task (e.g., procuring new office space). In these situations, the designers of the bureaucratic system may have worked so hard to optimize the system for efficiency and repetition that flexibility, user friendliness, and customer support have been compromised. There can be more concern about keeping the owner of the bureaucracy happy than the people that have to use it. I propose that IT could improve the operation of bureaucracies through customer support interface systems that allow users to get real-time, immediate support from personnel that are voted on by each user in regard to their helpfulness, knowledge, and attitude. Furthermore and very importantly, the ratings of each CSR would be published on-line for all employees to see.