Patron: I just want getting a new passport to be easier.
Grant: If getting a replacement was easy, anyone could impersonate you.
Patron: Can’t I just order one over the computer?
Grant: No.
Patron: You sound very certain!
Grant: I’ve been reading government FAQs and forms for the last hour to try to help you.
Patron: If you’re such an expert, why is this all so difficult?
Grant: I’d suggest to you that it may not be the process.