A new initiative lets citizens access information on a variety of government-related activities through helpdesks at a citizen service center. The administration wants to benchmark the process and is looking for ways to reduce the waiting time to less than five minutes at any desk. The desk operators believe that they could reduce the service time drastically for each service if they received a form containing all the necessary details. For example, a person who wants to know the status of their driving license application would receive the information in a minute if their name, date of birth, tracking number, and other relevant details were recorded properly. It becomes easier and faster to fetch the information from the system.

a. Design and draw a form that people can fill in to help the desk operators serve them better. Make your own assumptions.

b. Design and draw a representation of a display screen that can be used by the citizens and the desk operators to fill in the information captured on the form.

c. Design a display screen for the desk operator based on the display you designed in part b that allows them to add another functionality. For example, when they view the status of a driving license, the screen allows them to schedule a driving test for the applicant. Suggest how the changes can be made to include this step in the existing display.