I dug a bit deeper. Looks like it's truly a "agency of one" in that he doesn't outsource his work. Rather, the customers are given access to a queue (that they

I dug a bit deeper. Looks like it's truly a "agency of one" in that he doesn't outsource his work. Rather, the customers are given access to a queue (that they can prioritize) where only one item in the queue is actively being worked on at a time.