Represent authority as policy, not interface visibility.
ReasonHiding a button does not stop an unauthorised API request.
Accepted trade-offPolicy tests and delegation administration became first-class delivery work.
Government and public sector · Ugandan service delivery context
Public-service case management
A case-management boundary for applications, evidence, approvals and public status updates with explicit segregation of duties.
Workflow and records platformIllustrative scenario
A public-facing process combined paper submissions, office registers and separate departmental spreadsheets. Applicants could not reliably tell whether a case was waiting for evidence, under assessment or approved. Staff had no shared definition of completion, and management reports were assembled after the fact from records that used different status labels.
The engagement treated a case as a durable record of claims, evidence, decisions and authority. The system did not remove discretion from officers. It made the basis, timing and ownership of that discretion visible. Public status views exposed only the minimum safe information, while internal views followed office, role and delegated authority.