State agencies should constantly study their workflow system. The DDS administrator
and other management staff should maintain a current and detailed agency workflow
chart. Guidelines should be set specifying timeframes at each work station, and the
supervisor of each station should see that the timeframes are observed.
Processing time and the caseflow process at and between work stations should be monitored
regularly. DDS management should assure that the workflow provides for the immediate
assignment of work to examiner and support staff, with only minimal movement between
Case and workflow processes should be structured so that disability cases can be quickly
accounted for and located; correspondence can be associated immediately upon receipt;
and inquiries answered promptly.
Workflow design should be such that DDS management can immediately identify potential
processing problem areas and respond by committing adequate resources to meet workload
demands or by taking corrective action.