Let’s state this simply: Visitors to a government office are more than a number. But that said, sometimes that number is large, and each visitor can have complex needs. The government employees honestly want to help but are often expected to be miracle workers. They can feel under-resourced and overworked, trying to resolve each visit. Citizens, in turn, can feel just as helpless, exhausted by the processes, caught in a tangle of red tape, and, often, angry.
Source: The Qmatic Blog