Tuesday and Friday, when the offices are open to the public, employees receive users who live in the 40,000 dwellings managed by the Institute. Their primary taskis to find practical solutions to citizens’ problems and start off the bureaucratic procedures to make them happen. It’s not always easy to pinpoint the right procedures for dealing with requests and the office is often the scene of some very lively discussions. At other times, however, the personal stories and passionate entreaties of the appellants soften even the most hard-­‐hearted officials, convincing them do what they can to ease the wheels of bureaucracy. At those times the rooms of the Institute become a stage where everyone tries their utmost to achieve their goals and get a bit of understanding.