Module 7
Designing the new process: intake, triage, routing, visibility and service levels
You now have the skills to see a process, find what is wrong with it and write its rules as logic. This module puts them together to design the better process: the to-be map. The central lesson is an order of work. Good designers remove steps before they speed them up, simplify before they standardise and standardise before they automate, because automating a bad process produces bad results more quickly. The module covers the design of the front door of a legal process (the intake), how to triage and route work, how to promise and measure service levels, how to keep requesters informed without making the department answer the same question daily and how to pilot a new design before it replaces the old.
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See what is included in All-Access →General education on process design, using invented organisations, policies and figures. It is not legal advice. Rules in the examples are illustrations: a real policy or statute must be read from its source, and any decision logic built from it should be checked by a lawyer.
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