“Just rang for a taxi – had an automated system in saying do you want to be picked up from X. Which I did so pressed 1….20 mins later no taxi so I rang them. Woman says ‘did you use the (insert name of automated thing)? Me: yes Her: yeah it doesn’t work!! Did you ever get me one of those ST ‘one of us’ badges?”

Text received today at 18:59.
In the absence of any actual customers perhaps policy officers can get their normative learning experience when they’re a customer themselves?