Illustrative example · Fictional data
Can we shorten the process?
One request passes through 7 steps, including 2 repeated tasks. Remove the repetition to leave 5 steps, keeping specialist and final approvals.
Illustration only: service names, figures and processes are fictional, not institutional results.
The route from receipt to notifying the applicant
- Steps before simplification
- 7
- Steps after removing repetition
- 5
A fictional route for a request with complete documents.
Specialist approval and the final decision stay with their authorised owners.
Before
- Register the request
- Check documents
- Specialist approvalRetained
- Enter the same data againRepeated
- Repeat the same checkRepeated
- Final decisionRetained
- Notify the applicant
Proposed
- Register the request
- Check documents
- Specialist approvalRetained
- Final decisionRetained
- Notify the applicant
How did we work this out?Calculations and assumptions — optional reading
Fewer steps alone do not prove time savings. A shared record needs clear access permissions and an action history. Documents must be rechecked if they change.
Who is responsible for each step?
- Receive into a shared recordIntake officer
One record and reference for authorised participants, replacing repeated data entry.
- Record the completeness checkReview officer
Save the check in the shared record. Recheck if a material document changes, and return incomplete requests for completion.
- Responsible unit approvalAuthorised specialist
The same approval and accountability remain. Record the review outcome before passing the request for a final decision.
- Final decision approvalDelegated decision-maker
The decision remains with its authorised owner, with access to attachments, specialist approval and the action log.
- Notify and retain the recordFollow-up officer
Retain the decision, documents, timestamps and actor identity in an auditable record, then notify the applicant.
Incomplete requests return for completion; rejections are recorded and communicated. Before wider adoption, compare duration, errors, rework and completeness of approvals.
Discuss your institution’s needs
One challenge is enough to begin.
An initial conversation identifies the decision, the current obstacle and the available information. We then agree on a practical next step that can be evaluated.
A general description is enough to start. No personal names or sensitive records are needed.All consultations for government institutions are entirely free.