Public sector · Polish public sector

The challenge

Volumes had grown for three years without establishment growth, and incomplete applications returning to the queue were the largest cause of delay. Some applicants were not comfortable handling complex matters in Polish.

What we did

We established a managed service with upstream completeness review and service in Polish, Ukrainian and English, tested for accessibility with the evidence handed to the institution.

Results

• Backlog cleared in five months with no recurrence
• Rework about 46 percent lower after completeness review
• Contacts per application about one third lower
• The institution passed its accessibility review with no findings

Why it worked

The volume problem was a symptom; the defect was that applicants could not understand the request in a comfortable language.