ADM.5:2 - Problem

A service often begins with an application form. Each department adds fields and approvals, yet nobody establishes how the approved request produces a usable result. Handlers then improvise missing evidence rules; applicants repeat information; providers close requests after issuing instructions whose effects remain unknown.

The opposite response leaves all handling discretionary. Skilled staff may resolve familiar cases, but a new handler cannot tell which decisions are already settled by policy, which require a qualified person and which information is actually needed.