12 years, 6 months ago

When identical is not the same as equal

Is ‘identical’ always the same as ‘equal’? Not in service-design – and one of the issues we need to watch for is to ensure that identical service-provision does not lead to far-from-equal service-outcomes. If ever you want an all-too-real example of this problem in practice, go to almost any public event, and note the huge queues […]