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Automation doesn’t fix chaos… it multiplies it. We’ve all walked through an expo hall and heard the sales pitch for a new tool that promises to solve every operational problem. Have a bottleneck? Automate it. Need more capacity? Automate your intake and free up staff time. But in government and business, technology isn’t a quick fix. The promise of automation—speed, consistency, fewer errors—only becomes reality when the underlying process is sound. If the process is unclear

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