A Workflow Audit helps an agency understand how work actually moves before introducing new technology, automation, or artificial intelligence.
The purpose is not to criticize staff. The purpose is to identify where requests slow down, where information gets lost, where duplication occurs, and where accountability becomes unclear.
| Area | Questions to Ask |
|---|---|
| Intake | How do requests enter the organization? |
| Classification | How are requests categorized, prioritized, and assigned? |
| Records Sources | Where does the information needed to complete the work live? |
| Custodians | Who owns, maintains, or approves the information? |
| Handoffs | Where does work move from one person, team, or system to another? |
| Search Process | How do staff locate records, policies, procedures, and prior responses? |
| Approval Process | Who reviews, approves, escalates, or closes work? |
| Communication | How are updates shared with requesters, staff, leadership, or external parties? |
| Documentation | What evidence shows what happened, who acted, and why? |
A workflow audit often reveals patterns such as:
A workflow cannot be responsibly automated until the organization understands:
OKF Expert helps agencies turn workflow findings into structured, reusable knowledge that can support: