WORKFLOW DESIGN & WORKLOAD MANAGEMENT
Are your teams managing hundreds or thousands of work items, yet struggling with missed service levels, growing backlogs, and increasing complaints about delays?
Bee Squared’s Workflow Design and Workload Management services help you understand how work is allocated, prioritised and completed so you can reduce bottlenecks and deliver better results.
What we do:
- Analyse current workloads and workflow patterns
- Identify bottlenecks, delays and duplicated effort
- Engage with staff to understand real challenges and ideas
- Design clearer, more balanced ways of allocating and prioritising work
- Recommend practical changes that improve flow and reduce stress
CASE STUDY
OPERATIONAL MANAGEMENT IMPROVEMENT
Background
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.
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.
TESTIMONIALS
“Bee Squared helped my team achieve unprecedented service levels in just a few months, with fewer resources than before. The results lasted for years.
The additional value came through their insight, advice and business intelligence. I’ve since reengaged them in a larger organisation and we’re again exceeding targets.”
Ben Nottage
Global Services Operations Director
“We engaged Bee Squared to achieve targets that had not yet been achieved over the business units 20 year history. In three short months our team was achieving unprecedented service levels and doing so using less resources than previously. The results speak for themselves and the business has now reached a new level of service delivery.”
“Our team worked with Adam and the Bee Squared team on the creation of a scorecard to share with our Executive.
Their professionalism, experience and patience enabled the team to shift our mindset and identify our priority outcomes. The analytical skills from Bee Squared was mind blowing and no question we asked was a silly one!
We were so happy to achieve our inaugural scorecard and felt confident in moving forward knowing we could still reach out with any questions we had. Thank you Bee Squared!”
“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.”
WHY CHOOSE BEE SQUARED?
- Expert analysis of your systems, processes and workflows
- Practical solutions that improve effectiveness, efficiency and experiences
- Outcome-driven improvements for long-term performance
- We stand by our results – no hidden costs, no empty promises
