Request Intake and Routing Automation
2 people impacted
2 steps removed | 
3 manual to automatedStandardise how internal requests arrive (form / email intake) so requests are logged with required details, routed to the right owner, and acknowledged automatically—reducing manual clarification, logging, and status-chasing.
| Step | Before | After | Saved |
|---|---|---|---|
Request arrives ad-hoc (Slack/Teams/email)Automated | 1.5 minManual | 1.0 minAutomated | 0.5 min |
Clarify missing detailsAutomated | 2.0 minManual | 1.0 minAutomated | 1.0 min |
Log request into tracker/ticket toolRemoved | 1.5 minManual | —— | 1.5 min |
Categorise and assign owner/queueRemoved | 1.0 minManual | —— | 1.0 min |
Acknowledge and basic status updateAutomated | 1.0 minManual | 1.0 minAutomated | 0.0 min |
Total per run 7.0 min 3.0 min 4 min –57% | |||
This process runs 60 times per week across 2 people, over 48 working weeks per year. Each run saves 4.0 minutes of active hands-on effort, giving 384 estimated annual hours saved.
At an organisational benchmark of 1,536 hours per FTE per year, this equates to 0.25 FTE equivalent.
All figures use a conservative calculation basis and reflect active hands-on effort only — not wait time, processing time, or system latency. Time saved is the difference between the before and after workflow, as documented above. FTE equivalents are informational and do not represent headcount or budget decisions.
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