Advisory & compliance

Automating a broken process makes it faster, not better

The most common and most expensive mistake in public sector digitisation is encoding the existing process without examining it. Steps that exist only because a form was once paper get preserved in software, and the administration inherits its own history in a system that is now harder to change.

Mapping first almost always finds redundant approvals, duplicate data capture and steps whose original reason has lapsed. Removing those before building is where most of the improvement actually comes from.