Cedarvale Regional Services
Less copying. More moving things forward.
A shared intake and review workspace that connects incoming requests to the right people, with clear ownership from the first submission to the final response.
- Scope
- Process mapping, internal tools & integrations
- Timeline
- 8 weeks
- Result
- 9 hrs of manual handling saved each week
The challenge
Four teams were tracking the same requests across inboxes and spreadsheets. Ownership was unclear, updates were copied manually, and exceptions could sit unnoticed.
What we built
We built a shared intake queue around the existing process, connected the team’s tools, and automated acknowledgements and routing. An exception queue gave staff a visible place to review anything that needed judgment.
What changed
A four-week staff time study recorded nine fewer hours of manual handling per week. Every active request now had an owner, a visible status, and a record of the last action.
“We finally have one place to see what’s waiting, who owns it, and what needs attention. DIH made a complicated process feel manageable.”
