Names and details are anonymized where needed. The outcomes—and the way we get there—are grounded in the actual work.
The team handled requests from multiple channels—email, portals, spreadsheets— with inconsistent data and unclear routing rules. We standardized intake, clarified routing logic, and implemented a workflow engine with straight-through paths for the most common scenarios, plus a managed queue for exceptions.
Approvals bounced between managers, committees, and finance with no single source of truth. We mapped and simplified the process, defined clear rules for auto-approval thresholds, and implemented a workflow where routine requests ran straight-through and exceptions were tracked deliberately.
Previously, exceptions lived in inboxes and spreadsheets, making it impossible to manage workload or risk. We segmented exception types, created a dedicated queue with ownership and aging, and used automation to route and pre-fill context so analysts could spend time on judgment, not searching.
With strict rules and oversight, the agency needed to move faster without creating compliance risk. We clarified process logic, identified judgment-free scenarios for STP, and designed workflows that made audit evidence and oversight easier instead of harder.
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