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Streamlining workflows in a manner that integrates technology is not for the faint of heart. It requires a total attitude shift for everyone. The old way of working–where staff touches a transaction multiple times–is over. The new way of “one and done” is critical to successful agency management. The goal is to create workflows that maximize the capabilities of technology first. If it can be done on the computer, do it there–once. A transaction does not need to be duplicated two and three time “just in case” or “because we’ve always done it this way.”

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