Who this is for
Managers and team leads who can open a sample of application files and arrange short interviews with the people who receive, assess, and decide them. Typical clients include permit desks, membership offices, claims units, scholarship panels, and hardship review teams.
Result you receive
A written resolution path report that shows how an application of the chosen type actually moves through your organisation. The report names waiting points, repeated transfers, missing notes, and moments when applicants receive no clear next step. Recommendations stay tied to those findings — roster changes, checklist edits, letter timing — rather than abstract redesign.
What is included
- Scoping call to fix the application type and sample window
- Review of 25–60 closed or live files (agreed in the proposal)
- Interviews with up to six staff across intake, assessment, and decision
- Draft pathway map workshopped with your nominated contact
- Final report and a short briefing for your leadership group
What is not included
- Software selection or system configuration
- Legal advice on individual decisions
- Rewriting your full policy manual (we can flag clauses that block progress)
How we work
- You send a redacted sample pack and an organisation chart for the unit.
- We read files in sequence and record timestamps, handoffs, and applicant contacts.
- We interview staff about exceptions they handle that never appear in the desk guide.
- Together we correct the draft map against daily practice.
- You receive the final report and a briefing you can share with a board or executive.
Duration and place
Most reviews finish in four to six weeks once the sample pack arrives. Work can be done at Level 8, 63 Collins Street for document-heavy phases, or on your premises when counter observation matters. Interstate travel is arranged case by case.
Preparation
Provide redacted files, a current desk guide, and permission to speak with named staff. Applicants are not contacted unless you expressly request it and supply introductions.
Fee basis
Quoted as a fixed fee based on sample size, number of interview sites, and travel. A deposit confirms the booking; the balance is due on delivery of the final report. See Rates for starting figures.
Next step
Request a path review with the application type you want examined and an approximate monthly volume. We reply within two business days with questions and a draft timeline.