Operational Friction & Improvement· CASE STUDY
After a digital application system went live, processing times grew. The bottleneck sat between departments.
A new digital application system was meant to speed up approvals. Instead, average processing time rose from 21 to 34 days. Process data showed no clear bottleneck.
210 conversations with caseworkers and applicants made it clear: queries between departments still ran by email outside the system, and nobody owned these hand-overs.
Clear ownership and an in-system query channel were introduced for hand-overs. Two redundant review steps were removed.
Processing time fell to 18 days, below the level before digitalisation.
The system wasn't the problem. The gaps in between were.
This case was delivered as a Clarity Scan. About the format
Anonymised example.
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