Government Agency Outcome
When Workflows Are Engineered,
Capacity Returns to Frontline Service.
BinaryWorks rebuilds the routing, the intake, and the staff tooling before automating anything. What is left to automate is the work no person should have to do.
Sound Familiar
Headcount Is Flat.
The Workload Is Not.
Operations directors and program managers describe these with a backlog number attached. The work is not optional and the staff are not slow. What slows everything down is the routing.
“Our residents got a brand new website. Our caseworkers still use the 2014 admin screen.”
“New staff learn the job by asking whoever has been here longest. Almost nothing is written down.”
“Half the intake forms arrive incomplete. Someone spends the whole week chasing what is missing.”
“A permit sat in someone’s inbox for eleven days. Nobody in the department knew where.”
“It takes two weeks to give a new hire access to everything they need.”
“One records request came in at four thousand pages. One person redacted every one of them.”
What Is Actually Broken
Why the Backlog Grows While
Everyone Works Harder
Six gaps below. None of them are effort problems. Each is a place where the system makes a person do machine work.
01 · Staff Tools Worse Than the Public Site
Why it happens: The public site got a redesign. The staff portal did not. A caseworker keeps six tabs open, copies a reference number between three of them, and re-enters the same address twice.
The result: The slowest interface in the building is the one your own staff are forced to use.
02 · Staff Cannot Find Their Own Procedures
Why it happens: Policies, procedures, and forms live in shared drives, email attachments, and a wiki nobody maintains. There is no search worth using, so staff ask a colleague who has been there longest.
The result: Institutional knowledge walks out with the person who had it, and the answer walks out too.
03 · Intake Forms That Guarantee Rework
Why it happens: Internal intake forms accept incomplete submissions because required fields would slow the person filling them. So the record arrives short, and someone downstream spends a week chasing the missing pieces.
The result: Every minute saved at intake costs an hour of chasing somewhere further down the line.
04 · Approvals Routed Through Somebody’s Inbox
Why it happens: There is no workflow engine, so a permit review, a purchase, or a policy sign-off moves by email. Nobody can see where a case is sitting, and one person on leave stops the queue entirely.
The result: Turnaround time depends on who checked their inbox, not on how complex the case is.
05 · Access Requests Nobody Can Keep Up With
Why it happens: Every system has its own account and its own approver. Onboarding takes two weeks of tickets, offboarding gets missed, and password resets absorb a real share of the help desk.
The result: Staff wait weeks to start work, and people who left still have accounts that work.
06 · Records Requests Read and Redacted by Hand
Why it happens: Every public records request means someone reads thousands of pages, applies exemptions manually, and redacts page by page. The clock runs from the day it arrives, and the queue never gets shorter.
The result: Statutory deadlines get met by working weekends, which is not a process anyone would design.
Workflow Efficiency Audit
Find Every Workflow and Automation Gapin 48 Hours.
Backlog reports show what is queued, not what it costs to keep it queued. The Workflow Efficiency Audit times each step, counts the handoffs, and prices the delay against staff hours.
- Step-by-step workflow timing
- Rework and handoff count
- Fixes ranked by hours returned
How We Fix It
Six Capability Areas,
One Efficiency Roadmap
Automation only returns time when the workflow underneath it is sound. We fix the routing first, then automate what is genuinely repetitive.
Six areas · one sequenced roadmap
/ 01 · Redesign
The staff interface rebuilt with the same care as the public one. One screen shows the case, the history, and the next action, so nobody keeps six tabs open to do one job.
/ 02 · AI Visibility
Policies and procedures restructured with real metadata, then made answerable by an assistant that cites the source document every time. Staff stop asking whoever has been there longest.
/ 03 · CRO & Growth Marketing
Intake forms rebuilt with conditional logic, validation, and lookups against systems you already run. The record arrives complete, so the rework loop downstream disappears and nobody chases a missing field.
/ 04 · Development & Migration
A real workflow engine replacing the email chain, with defined states, automatic escalation, and a dashboard showing every case and who holds it. Leave stops blocking the queue.
/ 05 · Maintenance & Security
Single sign-on across the platforms we build and the systems that support it, with role-based provisioning and automatic removal when someone leaves. Onboarding becomes a day.
/ 06 · AI Automation
Records requests triaged, classified, and pre-redacted by model, with a reviewer confirming rather than reading everything. The statutory clock stops being the hardest part of the job.
Practice Lead Session
Bring the Queue
That Never Clears.
Pick the process with the longest queue. We time it end to end and tell you which step is costing the most staff hours.
THE BINARYWORKS ADVANTAGE
Why Agency Teams Choose Us
Integrators sell you a platform and move on. BinaryWorks migrates the code, proves the numbers, and stays to run it.
Building Public Sector
Platforms
CMS Builds
Delivered
Agencies Switch to Us
From Other Vendors
Workflow Efficiency
Audit Turnaround
Hear From Our Customers
Results BinaryWorks Has Engineered for Government Agencies
State Transportation Agency Modernizes Citizen Portal, Boosting Online Permit Completions by 42%
A state transportation agency’s legacy citizen portal created usability issues, accessibility violations, and inefficiencies in managing service content. Upgrading to Drupal 11 was essential for modernization.
County Health Department Boosts AI Search Visibility, Increasing Citizen Service Inquiries by 34%
A county health department’s service pages disappeared from AI search responses, reducing citizen access to public health information and services.
City Administration Cuts Permit Processing Time 54% With AI Automation Across Workflows
A city administration’s staff spent the majority of working hours on permit processing, FOIA request handling, and citizen inquiry responses. These workflows now run through AI agents without human intervention, returning staff to complex citizen cases requiring judgment and discretion.
Your Questions Answered
A workflow engine for one process, with states, escalation, and a case dashboard, is usually 250 to 500 development hours. The second process costs a fraction of the first, because the engine already exists and only the states change. At $75 to $300 per hour, that is the planning band.
Six to ten weeks for a first deployment on a single request type. Triage and classification ship first because they carry no legal risk. Redaction assistance follows once your records officer has reviewed enough output to trust the thresholds. Nothing releases without a human sign-off.
Only if a person signs it. The model proposes redactions and cites the exemption it applied. Your records officer reviews and approves, and that approval is what the log records. The defensible position is a human decision supported by consistent tooling, never the tooling alone.
Usually not. Most agencies run a system that holds data adequately and routes work badly, whether that is GovQA, NextRequest, or something built in-house. We build the workflow and the interface on top of it, so the system of record stays put.
BinaryWorks serves US government agencies with development at $75 to $300/hour depending on project scope. Workflow and automation engagements are scoped as fixed-price phases. Bundled programs across platform, content, and search are available. FTE models suit agencies that need ongoing dedicated capacity.
Bring them in early and scope honestly. We automate the parts of a job nobody wants: reading for exemptions, chasing missing fields, resetting passwords. Nothing here replaces judgment, and saying so credibly means showing the workflow map rather than promising it.
Wherever your policy requires. We deploy models inside your own cloud tenancy or through a government-authorized service. Agency data never trains a public model and never leaves the boundary your security office approved. That constraint gets set before any tooling is chosen or priced.
Cycle time per process, handoffs per case, rework rate at intake, backlog age, and staff hours per completed item. Records requests get measured against the statutory clock separately. Baselines are timed before anything changes, so the saving is measured rather than asserted or estimated.
Building the Strongest Workflows for Your Agency Starts With One Conversation.
Tell us where the backlog is worst. We time the workflow, price the delay, and show you which step to fix first and what it returns.
