In 2025, Bee Squared partnered with a South Australian government agency to deliver operational management improvements, with a focus on service level performance and reducing workload in case management.
The agency faced several challenges, including inefficiencies in workflow design, which limited case visibility and hindered performance tracking. Aged and unassigned cases exceeded acceptable timeframes, and the absence of effective workload management tools lead to gaps in reporting and resource allocation.
Steps for improvement
By identifying the key inputs, Bee Squared:
- Redefined workflow statuses and aligned assessment processes
- Developed tracking tools for caseload, work in progress, and staffing levels by team and skill set
- Conducted data analysis to establish clear service levels.
- Removed duplicated triage steps
- Cleared aged cases through focused effort
- Increased authority in lower roles to reduce escalation waste and duplication of effort.
Delivering the tools for long-term success
Through a multipronged approach to operational performance improvement, supported by strong change management, Bee Squared enabled the agency to simplify queues, prioritise work and improve overall processes. Over the course of the project, the agency achieved:
- A 36% reduction in average case age
- A 58% reduction in open work items
- An embedded results-driven culture, supported by improved reporting and operational visibility.
TESTIMONIAL
Over the last 2 years we have partnered with Danny and Ben as they reviewed customer service and assessment functions in our high volume business. Immediate benefits were realised and the improvements they co-designed with the team have endured. They gave us insight, confidence and tools and normalised talking about case load management and outcomes. They are committed to delivering work that is of public value and it was important to me that we could trust them with the team and our sensitive data.
Martha Savva
Director & Registrar Screening Unit Workforce, Development & Integrity
Department Human Services Government of South Australia
Partner with Bee Squared
If your organisation is looking to improve service levels, streamline processes, and unlock better performance outcomes, our specialists can help.
Contact us to discuss your next service or operational review.
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