Context
A state-level public service agency was facing significant backlogs in processing citizen requests. Average processing times had climbed to over six months, leading to public complaints and legislative scrutiny. The agency had limited visibility into where delays were occurring and lacked a systematic approach to prioritization.
The Opportunity
The core challenge was threefold: First, the intake process was manual and inconsistent, leading to incomplete submissions that required multiple rounds of back-and-forth. Second, case assignment was ad-hoc, creating workload imbalances across staff. Third, there was no real-time visibility into case status, making it impossible to identify bottlenecks or prioritize urgent matters.
What we did
Conducted process mapping sessions with frontline staff to document current state workflows and identify pain points
Analyzed historical data to identify common reasons for delays and rework
Redesigned the intake process with clear submission requirements and upfront completeness checks
Implemented a triage system to categorize cases by complexity and urgency
Created a simple dashboard showing case volume, aging, and staff capacity
Trained staff on new workflows and established weekly metrics review meetings
The Solve
Within three months, average processing time decreased significantly. The dashboard provided leadership with visibility they had never had before, enabling proactive resource allocation. Staff reported feeling more in control of their workload, and citizen satisfaction scores improved measurably. The agency was able to present credible progress data to legislative oversight committees.
What we learned
The most impactful changes were often the simplest: clearer submission requirements, consistent triage logic, and visible metrics. Technology was not the primary solution—process clarity and accountability were. Frontline staff had valuable insight into what was causing delays, and involving them in the redesign built ownership and adoption.