Automating Workflows

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About the session

The public sector is full of routine, manual, and paper-based processes that are often prone to errors and inefficiencies and therefore ripe for automation. These include everything from automating the processing of benefit claims to streamlining the procedures for permit applications and renewals.

On one hand, it offers the potential to drastically improve operational efficiency, increase data accuracy, and free up staff to focus more on strategic and public-facing roles, thus enhancing service delivery and building public trust. On the other hand, it poses challenges including technology selection, a significant shift in procedures and work culture, and the need for effective training and communication to ensure a smooth transition.

  1. Workflow Complexity: The degree of complexity and frequency of occurrence can significantly impact a workflow's suitability for automation. What are the most repetitive and time-consuming tasks currently undertaken by your department, and how could these be streamlined or automated to improve efficiency?

  2. Benefits versus Costs: It's important to weigh the potential benefits of automation against the costs, including time, resources, and disruption. How should your department evaluate the cost-benefit ratio of automating a given workflow?

  3. Future Proofing: Automation tools should be adaptable to future changes in the workflow. How can we ensure that automated workflows are flexible and scalable, allowing for changes in the process or an increase in volume?