Give process owners a measured baseline of how requests actually flow, then track whether the redesigned intake check and owned decision queue reduce returns and waiting.

Journey overview

• Requests received: 1,284 (Q3 2026)
• Median elapsed time: 6.4 d (submit → decision)
• Median touch time: 2.3 h (active work only)
• Returned at intake: 18.2% (sent back for information)
• Waiting share: 91% (of elapsed time)

Visuals: Where requests wait; Hand-offs per request; Elapsed time: work, wait and rework; Rework loops; Oldest open requests

Before vs after

• Returned at intake: 6.8% (pilot cohort)
• Decision-queue wait: 0.9 d (median, pilot)
• Elapsed time: 3.2 d (median, pilot)
• Requests in pilot: 212 (comparable mix)

Visuals: Median elapsed days by week; Redesign scorecard; Reading the result; Request mix check