Nothing ever quite beats the description of a service by somebody who has just used it – or tried to use it. This is a good example of the genre – applying for ‘National Super’ (or state pension) in New Zealand. As turns out to be the case surprisingly often, even if all or most of the steps work well enough individually, that’s still a very long way from the end to end service working well. And where, as in this case, one step in the process fails, the process as a whole goes down with it. One common problem, which we may also be seeing in this example, is that service providers are at constant risk of defining their service more narrowly than their service users do.