Capability 03
Workflow automation, intake & routing
Intake that lands with an owner, a status, a dated next action, and an exception queue someone actually watches.
OutcomeA workflow that a supervisor can see end to end, with tested happy and exception paths and an operating guide.
What this covers
Requests, applications, tickets, referrals, and internal approvals. The systems vary; the failure modes do not: work arrives without an owner, sits without a status, and escalates only when someone complains.
The pattern BCA installs
- Every item has an owner. Routing rules assign on arrival, with fallback to a queue that has a human watching it.
- Every item has a dated next action. Status alone is not enough; the system records what happens next and when.
- Exceptions are visible. Anything outside the rules lands in a queue with a reason, not in someone’s inbox.
- Supervisors see the whole line. Aging, volume, and bottlenecks in one view, reconciled to the underlying records.
Tooling
BCA configures the platforms an agency already licenses where they fit, and builds custom services where they do not. Automation includes human-review points wherever a decision affects a member of the public.
Next step
Send the requirement. We reply with a bounded scope and evidence, not a pitch.
A sources-sought notice, a section of a statement of work, or a one-paragraph problem description is enough to start. Expect a written response within two business days.