Capacity Map
Find the work worth automating first.
Build a practical plan for which recurring requests and manual steps to improve first, from incoming emails to documents and follow up.
A practical map of where to start.
We look at the requests your team handles, where work gets held up, and the tools you already use. Your Capacity Map sets out where to start, in priority order, and the information and tools each process needs.
A Capacity Map at a glance
| Work | What slows it down | What’s needed | Where to start |
|---|---|---|---|
| Incoming requests | Requests arrive with different details | Client email and instructions for who handles it | Identify recurring request types |
| Form preparation | Information is spread across files | Agency form and supporting documents | Prepare supported forms for review |
| Document handling | Relevant files are hard to find | Client records and relevant document folders | Bring supporting documents into the request |
| Handoffs | Responsibility is unclear | Task owner and review steps | Keep the next action and owner visible |
| Follow up | Next steps depend on memory | Original request and due date | Schedule reminders or supported assistant tasks |
| Knowledge requests | Procedures live in separate references | Agency procedures ready for staff to use | Help staff find relevant guidance |
Bring one process to the conversation.
Please use fictional or appropriately redacted examples when sharing information during an initial discussion.
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Start with the work