At a driving-licence testing centre near Waterfall, South Africa, a walk-in renewal applicant spent more than three hours in line. About fifty indoor seats were full, so arrivals first completed forms outside and waited for space. Inside, the chairs became the queue while staff pre-checked errors and missing ID copies. Elderly visitors were moved to the front. At the desk, digital fingerprints, an eye test, electronic signature and card payment took under ten minutes from sitting down to completion. Not every processing booth was staffed, and most elapsed time occurred before the transaction itself. A highly efficient ten-minute renewal and a three-hour queue coexisted in the same building.