Another government agency has changed its policy to be more efficient. An AISH client can no longer email their worker. For example, instead of forwarding an appointment confirmation email from my specialist in Calgary, I now have to print it off and hand deliver it to the AISH office downtown. This adds many layers of cost: paper and ink travel my time to deliver another level of AISH administration Unfortunately arriving at the office does not simplify the process. Or personalize it. Previously I wrote about ways staff can humanize the experience of needing to access support services. As I was waiting for an appointment, a man went to the counter and asked to see his worker. PAD (person at desk): She isn't available. You can see the walk in worker. Man: When will my worker be available? PAD: I don't know. You need to make an appointment to see her. You can see the walk in worker. Man: How do I make an appointment? PAD: She makes her own appointments. You'