Have you ever wondered why interacting with governments and companies has become so complicated and time-consuming?

Madison Moffatt gives an insider view of how governments came to offload regulation compliance work onto companies from the 1990s, and how companies subsequently developed ways to offload administration work onto customers. At the same time, governments have increasingly required us to do our own administration online.

In these cost-cutting drives over the last few decades, it is citizens and customers who have picked up the cost through many hours of unpaid work.