1. Show where work gets held up.
Walk through the request, property details, appointment, visit record and customer update. Note where staff must search messages, retype information or ask the customer again.
Working together
Follow one request before changing the wider system.
Start with a representative customer request and the office or field task that keeps needing extra attention.
2. Review what is already available.
Identify the tools, account owners and records involved. Check whether a configuration change, clearer website content or a supported connection would solve the problem before considering custom development.
3. Agree on a small first scope.
Describe the task the customer or employee should be able to finish. Set out the needed information, who can change it, any expected interruption and a way to recover if the change does not work as intended.
4. Try normal and changed visits.
Use isolated examples to check a new request, a recurring appointment, a reschedule and a visit that cannot proceed. Confirm that changes reach the right staff without creating duplicate appointments or misleading customer updates.
5. Hand over the working process.
Document how staff use the change, correct a record and recognize an update that needs attention. Agree separately on any ongoing support or later development.
Bring a typical example.
The project checklist can help you prepare. Use anonymized examples; keep customer records and credentials out of the public inquiry form.