Ours is a world of efficient convenience and in this world it is not acceptable for a customer-facing process to take up to two years to complete, nor is it acceptable to offer only paper-centric interactions with agencies/companies. This is true of commercial organizations and it also applies to government agencies. To serve clients, an organization must be faster and more customer-centric.
Recently, MSS was part of a transformation team engaged to lead a large State agency through their digital transformation, automating the application process to lease parcels of land from the State. Prior to the transformation, the only way to submit applications was to manually complete them and mail or email them for processing. The turnaround time to process an application ranged from a few months up to two years, and the process did not allow applicants to check the status of their application. Determining interim status was also very manually intensive.