Public sector
Public sector · Polish public sector
The challenge
Volumes had grown for three years without establishment growth, and incomplete applications were the largest cause of delay.
What we did
We established a managed service with upstream completeness review and service in Polish, Ukrainian and English, tested for accessibility.
Results
- Zaległości usunięte w pięć miesięcy i bez nawrotu
- Poprawki niższe o około 46 procent po kontroli kompletności
- Liczba kontaktów na wniosek niższa o około jedną trzecią
- Instytucja przeszła przegląd dostępności bez uwag
Why it worked
The volume problem was a symptom; the defect was that applicants could not understand the request in a comfortable language.
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