Public-sector digital transformation

Digital Administrative Workflows, Approvals and Permits

We turn cases that move between offices on paper into digital workflows: the application is registered, assigned to the competent unit, reviewed, approved or returned, and its status is known at all times. Each workflow is designed around the institution's own procedures and authority levels, not a generic template.

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What we offer

Issuing a licence is different from paying out entitlements or approving leave. So we start by documenting the procedure as the institution has adopted it: who submits, which documents are required, who reviews, who has authority to approve, and when a case is returned for completion. We then design a digital workflow that reflects these rules and can be adjusted when instructions change.

The work covers electronic forms, routing rules, role-based permissions, notifications, an audit trail recording who did what and when, and dashboards showing overdue cases and workloads. The workflow can later be linked to a citizen portal or to the records and correspondence system.

We recommend starting with one frequent procedure, piloting it in a single unit, and expanding once results are measured and staff feedback has been gathered.

Who it is for

Licensing and permit authoritiesTo organize the review, assignment and tracking of applications.
Departments with multi-level approvalsWhen a case passes several levels before it is approved.
Directorates with branchesTo align how the same procedure is handled across branches.
Internal control and audit unitsTo get a clear record of case stages and decisions taken.

Problems we address

Cases get lost or delayed between offices and nobody knows where they are.
Applicants have to come back repeatedly to ask about their case.
The same procedure is applied differently by different staff or branches.
Management cannot easily see workloads and overdue cases.
No documented record of who reviewed a case, who approved it and when.

Tasks and deliverables

Documented target procedure: A detailed description of steps, documents, permissions and return cases as adopted by the institution.
Electronic forms: Application forms with fields, validation and attachments according to the procedure.
Workflow and routing: Rules for assigning applications to the competent unit and approval levels by role.
Status tracking and notifications: Clear case statuses and notifications for staff and applicants on every change.
Audit trail: Every action on a case is logged with user and time to support oversight and accountability.
Management dashboard: Cases by status, unit and duration to identify bottlenecks.

Who does what

What IAG does

Analysing and documenting the procedure with the units involved.
Designing forms, workflows and permissions.
Developing or configuring the system and testing it with users.
Running the pilot, collecting feedback and adjusting the workflow.
Training users and handing over technical documentation.

What specialists, partners and authorities do

The institution defines the adopted procedure, its legal basis and the required documents.
The institution holds approval and decision authority for every case; the system supports the procedure and does not decide.
The institution approves how roles and permissions are assigned to its staff.
Application and case data remain the property of the institution and are subject to its instructions.

Practical example

Illustrative scenario

Digitizing a professional licence application

An authority receives professional licence applications on paper; each case passes through two sections before the director signs.

The application and attachments are registered via an electronic form.
Automatic assignment to the competent technical section.
Review, with a request for missing documents where needed.
Recommendation forwarded to the authorized official for approval or rejection.
The applicant is notified of the result and the case is archived.

This is an illustrative scenario to explain the idea, not a client reference or an existing project.

How we work together

Choose the procedure
Together with the institution we select a priority procedure and define its scope and tracking indicators.
Analysis and design
Documenting steps and roles, designing forms and the workflow, and reviewing them with the units involved.
Build and test
Developing or configuring the workflow and testing it with real scenarios from the institution's work.
Pilot
Running the workflow in one unit for a defined period and collecting feedback.
Roll out
Extending the workflow to other units or moving on to the next procedure.

Intended results

The status and location of every case are known at any time.
Consistent application of the procedure across staff and branches.
A documented decision record that supports internal oversight.
Data that helps management spot bottlenecks and distribute work better.

What we need from you

The adopted procedure, instructions and current forms.
A list of roles, permissions and approval levels.
Representatives of the units involved to take part in design and testing.
A suitable unit for the pilot.
A decision on where the system is hosted according to the institution's policy.

Basis for cost and timeline

Cost depends on the number and complexity of procedures, approval levels, required integration with other systems, hosting and number of users. We usually work in phases: a first phase for one procedure with a defined scope, followed by further phases agreed after evaluation, with an optional ongoing support and maintenance agreement.

Frequently asked questions

Does the system decide instead of staff?

No. The system organizes the case flow and keeps its record; review and approval remain with the authorized officials of the institution.

What happens when instructions change?

Workflows are designed so steps, roles and forms can be adjusted, and changes are made on the institution's decision.

Can we start without a citizen portal?

Yes. Internal work can be digitized first while applications are still received on paper, and a portal added later.

Does the system support electronic signatures?

Approvals can be recorded in the system with an audit trail. A legally binding electronic signature requires a legal framework and a licensed trust service provider and is decided by the institution.

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