Interviewer view · keep this screen to yourself

Channel shift at a passport office

You run the case. Read the prompt, answer questions from the notes below, and share data only when the candidate asks for it or gets stuck. Score at the end.

Case timer

00:00

Target length:

1. Read the prompt aloud

Read it slowly, then pause. Let the candidate ask questions before they structure.

A passport office in a fictional country handles 1.2 million applications a year: 80 percent in person at a cost of USD 30 each and 20 percent online at USD 6 each. If the online share rises to 60 percent, how much does the office save each year?

2. Answers to clarifying questions

This case has no scripted clarifying answers. Answer from the prompt, and say "assume what you think is reasonable" if the prompt does not cover it.

3. A model structure

Compare the candidate's structure with this one. A different split can be just as good if it is clean and fits the problem.

Cost = applications x (in-person share x in-person cost + online share x online cost)
- Cost today
- Cost at 60 percent online
- Key: Saving

4. The working, step by step

Each step shows how a strong candidate works it out. Share a new fact from it only when the candidate asks or is stuck, and let them do the math: the result in the dark box is what they should reach.

Step 1: Average cost today
What a strong candidate does: 80 percent at USD 30 and 20 percent at USD 6.
Average cost per application today (USD): 0.8 × 30 + 0.2 × 6 = 25.2
Step 2: Cost today
What a strong candidate does: Times 1.2 million applications.
Yearly cost today (USD): 1,200,000 × (0.8 × 30 + 0.2 × 6) = 30,240,000
Step 3: Cost at 60 percent online
What a strong candidate does: 40 percent at USD 30 and 60 percent at USD 6.
Yearly cost at 60 percent online (USD): 1,200,000 × (0.4 × 30 + 0.6 × 6) = 18,720,000
Step 4: Saving
What a strong candidate does: The difference.
Yearly saving (USD): 30,240,000 - 18,720,000 = 11,520,000
Step 5: Saving in percent
What a strong candidate does: Saving divided by cost today.
Saving (percent): 11,520,000 ÷ 30,240,000 × 100 = 38.1

The recommendation to listen for

At the end, say: "The CEO walks in. What is your recommendation?"

The office should move applications online, because raising the online share from 20 to 60 percent saves about USD 11.5 million a year, 38 percent of today's USD 30.2 million cost. First, an online application costs USD 6 against USD 30 in person. Second, the average cost per application falls from USD 25.20 to USD 15.60. The risk is shutting out people who cannot use online services, such as older people or those without internet access, so keep a good in-person route. As a next step, pilot the online route with one group of applicants and track completion rates.

Score the candidate

Score each criterion from 1 to 5. A 2 or a 4 sits between the descriptions.

This case has no exhibit. Score Exhibit reading on how the candidate used the data you gave them: did they pick out the number that matters and say what it means?

Structuring

1: No clear structure, or a memorized framework that does not fit the problem.
3: A sensible structure, but with some overlap, a gap, or no clear priority.
5: A structure built for this problem, with no overlap and no gaps, a stated hypothesis, and a clear first step.

Math

1: Frequent errors, no units, or needed heavy help to finish.
3: Right answers but slow or messy working, or one error caught late.
5: Accurate and clearly narrated, with units, a sense check, and what the number means.

Exhibit reading

1: Read the chart aloud without finding the number that matters.
3: Found the key number but gave only part of the so-what.
5: Pulled the right number quickly and said what it means for the case.

Synthesis

1: Summarized what was done, with no clear answer.
3: Gave an answer, but with weak reasons or no next step.
5: Answer first, then two or three reasons with numbers, the main risk, and next steps.

Communication

1: Hard to follow: long silences, no signposting.
3: Clear most of the time, with some rambling.
5: Calm and concise, signposted each step, and checked in with the interviewer.

Total

0 out of 25

Score all five criteria to see the band and the feedback template.