New York City: capability without access
Capability exists (inventory, schedules, programs); access does not. The product behind the product is tribal knowledge.
The inventory is real: Switch consoles, projectors, court schedules, programs already funded and live. By internal metrics the “product” works.
A teenager still cannot find it. Access lives in the cousin who knows the library has games, the family already on the parks calendar, the one group chat that tracks the runs.
A feature nobody can find is not a feature. It is Shadow CX. Customers experience the city, not the department split that owns each piece.