Public Sector Case Study

Municipal services agency — Public Sector · Sacramento Valley · ~120 staff

The situation

Citizen inquiries averaged 11 business days for a first response, with requests frequently lost between departments. Staff reported re-entering the same information into three systems. Council members received inconsistent status updates, and employee morale suffered from constant blame between departments.

Our approach

Aevum mapped the citizen inquiry journey from first contact through resolution, redesigned intake and routing rules, and established a single tracking system with automated status updates. We facilitated cross-department working sessions to agree on handoff standards and escalation paths — the political work mattered as much as the process work.

Step 1DiagnoseMapped current workflows, interviewed 15+ staff across departments, and quantified time spent on admin vs. program work.

Step 2DesignCo-created future-state processes with frontline staff and managers — not imposed from above.

Step 3PilotTested redesigned workflows in one department before rolling out organization-wide.

Step 4EmbedTrained team leads, established weekly review cadence, and handed off ownership to client staff.

Results

22%Faster average first-response time

40%Reduction in inquiry re-routing

91%Staff satisfaction with new process (survey)

“Citizens notice the difference. More importantly, our staff stopped dreading Monday morning because the handoffs finally make sense.”

— Client leadership (name withheld by request)

Client metrics verified internally during engagement close-out. Results reflect this client's context and are not a guarantee of future outcomes.

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Founded 2026 · Aevum Group Inc · 123 Morningstar Ave, Oroville, CA 95965

Municipal Agency Modernizes Service Delivery

The situation

Our approach

Results

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