Citizen and Resident Journey Redesign
A resident experiences one public service even when several agencies, systems and review teams deliver it. Each team can meet its own processing target while the resident repeats information, waits between handoffs or cannot identify who owns the case.
Marketways reconstructs the complete journey from the resident's need to the final outcome. We separate necessary control from avoidable burden and redesign evidence, ownership and escalation without combining authorities that law or policy keeps separate.
Define the outcome and complete journey boundary
An agency step is not the same as the public service. A permit, benefit or registration may begin before the first application and end only when the resident receives the service or a clear final decision.
Marketways defines the resident's outcome, starting event, completion state and material exception routes. We identify every agency and channel that contributes to that result.
The boundary prevents one team from declaring completion while the case remains inactive elsewhere. It also establishes which steps and waits belong in the redesign.
Measure administrative burden as part of the service
Residents spend effort learning what they are entitled to, proving compliance and managing the stress of an uncertain process. These learning, compliance and psychological costs can prevent take-up even when the underlying service is available.
Marketways measures document requests, repeated contact, travel, channel changes, waiting and requests for help. User research explains burdens that event records cannot show directly.
The journey assessment therefore includes the effort transferred to the resident. A lower agency processing cost does not represent improvement if residents perform more unpaid coordination.
Reconstruct actual paths from event evidence
Application events, status changes, contacts, document requests and decisions can reveal the route followed by each case. Process mining identifies common paths, returns and unexpected waits.
Marketways compares observed routes with the route required by policy and operating procedure. We preserve event time, responsible entity and completion state.
An event log still needs interpretation. The same status may represent specialist review, missing evidence, system failure or a case that nobody accepted.
Diagnose handoffs through responsibility and evidence
A handoff can transfer a record without transferring complete evidence or clear responsibility. The sending agency sees a completed task while the receiving team cannot begin.
Marketways examines what information moved, who accepted the case and what condition starts the next step. We identify duplicated requests, incompatible definitions and periods in which no team owns the outcome.
The redesign assigns an accountable owner and escalation path at every transfer. It does not erase the separate authority of each agency.
Separate necessary control from avoidable effort
Identity, eligibility, public funds and safety may require verification. Removing those controls for speed can create material harm.
Other effort exists because agencies request the same evidence, apply inconsistent definitions or sequence reviews poorly. Marketways tests whether each step changes a decision, produces necessary evidence or manages a material risk.
Necessary controls should become clear and proportionate. Steps without a defensible purpose can be removed, combined or completed earlier.
Redesign exceptions before optimising the standard route
The simplest applications may follow the expected path, while incomplete records, accessibility needs or conflicting evidence create most of the delay and contact.
Marketways identifies recurring exception types and the judgement or authority each requires. We design routes for correction, specialist review and appeal before automating routine cases.
This approach prevents a faster standard path from leaving complex cases without ownership. It also makes exception capacity visible in demand planning.
Use Agentic AI only where context changes the next step
An Agentic AI workflow can help when a case crosses systems and the next action depends on changing evidence. It may retrieve approved records, identify missing information, notify the responsible team and monitor progress.
A fixed rule remains preferable when the next step is stable and deterministic. Marketways uses an agent only when contextual coordination creates enough value to justify additional control and evaluation.
The workflow must not invent eligibility, combine agency authority or obscure the source rule. Residents need a route to a responsible person when the case does not fit the standard path.
Measure completion, effort and equitable access
Step-level processing time cannot show whether the complete journey improved. Marketways measures end-to-end completion, resident effort, repeated contact, rework and unresolved handoffs.
We compare results across channels, languages, locations and accessibility needs where those distinctions affect access. A digital improvement should not shift exclusion to assisted or physical channels.
Evaluation also retains exception cases. They show whether the redesigned service works beyond the simplest applications.
A permit handoff shows why local targets mislead
Suppose a permit requires identity evidence, technical review, a fee and approval from two entities. The first agency completes its step within target but transfers an incomplete record.
The resident sees one unexplained delay. The first agency records success, while the second cannot begin.
Marketways would reconstruct completed and stalled cases, define the evidence required at transfer and assign acceptance and escalation. Each review remains intact, but every handoff advances the case or produces a clear request.
How Marketways redesigns the journey
Marketways defines the complete service boundary, reconstructs actual case paths and separates necessary control from avoidable burden. We redesign evidence, ownership, handoffs and exception routes around the decision that each stage must support.
The engagement can combine Process and Workflow Analysis and Redesign, Customer Satisfaction and Experience Research and Process Mining. Where contextual coordination crosses systems, Marketways can design and evaluate a bounded Agentic AI workflow.