english: So we met with hundreds of individuals who worked at government agencies, from the tax agency, the lands office, utilities company, the agency that's responsible for registering companies, and with each of them, we observed them as they served customers, we documented their processes -- most of them were manual.
non_english: Sreli smo se sa stotinama ljudi koji rade u vladinim ustanovama, od agencije za takse, katastra, kompanija za komunalije, privrednog registra, i sa svakim od njih, posmatrali smo ih kako uslužuju mušterije, beležili smo njihov proces - koji je većinom bio ručni.