A visa and licence team stuck chasing documents
submission
Say a corporate services provider asks us to automate form filling so it can handle more cases. When we follow cases from start to finish, the real hold-up often sits earlier: documents arrive incomplete and go back and forth with the client.
So the change would happen at the start. Documents get checked as they're submitted, and people can fix problems straight away. Staff still deal with anything unclear.
What we'd measure. Cost per completed case. Along the way, how often documents are requested again, and whether any wrong ones slip through.