Sample Audit - Sludge Finder Lite

Sludge Finder Lite - Overview

💡

Please read the instructions below before starting your audit.

Actors

Journey map

Time & cost

Ease & experience

Accessibility

Summary

1.1 Actor details

ℹ️

Define process actors and their wage details.

Actor	Annual wage (€)	Customer %	Weekly wage	Daily wage	Hourly wage	Minute wage
			0.00	0.00	0.00	0.0000
			0.00	0.00	0.00	0.0000
			0.00	0.00	0.00	0.0000
			0.00	0.00	0.00	0.0000

1.2 Total customer volume

📝

Enter the annual customer volume for the process.

Customers per year *

1.3 Assumptions

Hours per week

Minutes per hour

2.1 Journey map visualisation

ACTORS	PHASES	Find out about the service
Customer	BEHAVIOURS	Finding out about the service
Government 1
Government 2
Third party

2.2 Phases and behaviours

💡

Identify process behaviours: Phase name, behaviour name, who performs it and behaviour type.

⋮⋮ 1

⋮⋮ 1.01

⋮⋮ 1.02

⋮⋮ 1.03

⋮⋮ 1.04

⋮⋮ 1.05

⋮⋮ 1.06

⋮⋮ 2

No behaviours. Add the first behaviour.

⋮⋮ 3

⋮⋮ 3.01

⋮⋮ 4

No behaviours. Add the first behaviour.

3. Time and costs

⏱️

Estimate the time taken for each behaviour and what percentage of customers perform it.

REF #	Phase	Behaviour	Actor	Time (min)	Wait time (days)	Customer %	Users	Extra costs (€)	h/a
1.01	Find out about the service	Finding out about the service	Customer				0		€0.00
1.02	Find out about the service		Customer				0		€0.00
1.03	Find out about the service		Customer				0		€0.00
1.04	Find out about the service		Customer				0		€0.00
1.05	Find out about the service		Customer				0		€0.00
1.06	Find out about the service		Customer				0		€0.00
3.01	Uusi vaihe		Customer				0		€0.00
TOTAL				0	0	-	-	€0.00	€0.00

4. Ease and experience

📊

Rate the ease of each behaviour. Open the behaviour to see the criteria and rate each consideration on a scale of 1-5. The overall score will update automatically.

REF #

Phase

Behaviour

Actor

Behaviour type

Ease score

(1-5)

Notes

1.01

Find out about the service

Finding out about the service

Customer

1.9 - Finding out about a service

Unrated

Criteria 1.9.1 Finding out about information about a service

1.	Visibility and communication channels	Is the service proactively and effectively promoted to customers through multiple, strategic communication channels?		1 2 3 4 5
2.	Read information about a service	Is sufficient information available for the customer upfront to understand the service and its application process?		1 2 3 4 5

Criteria 1.9.2 Time management

1.	Timeliness	Is information provided at a point where customer is anticipating a life event or is at key moments in a customer journey?	1 2 3 4 5
2.	Time estimate	Are customers provided with a time estimate of how long the application process for a service takes?	1 2 3 4 5
3.	Reminders	Are timely reminders provided to encourage customers to access the service, meet deadlines, and to stay informed?	1 2 3 4 5
4.	Support for later adopters	Are customers who discover the service after the initial interaction provided with appropriate accommodations or support?	1 2 3 4 5

Criteria 1.9.3 Personalisation and inclusivity

1.	Encouragement	Is the information targeted effectively to underrepresented groups?		1 2 3 4 5
2.	Use of personal information	Is the customer informed about why personal information is collected and how it is stored?		1 2 3 4 5

1.02

Find out about the service

Customer

Unrated

1.03

Find out about the service

Customer

Unrated

1.04

Find out about the service

Customer

Unrated

1.05

Find out about the service

Customer

Unrated

1.06

Find out about the service

Customer

Unrated

3.01

Uusi vaihe

Customer

Unrated

5. Access and Equity

♿

Check process accessibility and equity by answering the following questions.

5.1.1 Engage users early

Are customers who might hesitate, be unaware, or feel the service is not for them encouraged?

Is customer feedback used to design or improve the process?

5.1.2 Provide support in the right way

Can customers get information and support in their preferred language and/or interpreter services?

Can customers get support through multiple channels (e.g. email, in-person, phone)?

5.1.3 Be open and clear from the start

Can a guardian or other representative perform the process on behalf of the customer?

Is the customer aware of how personal data is collected, stored, and used securely?

Is full information about the process provided upfront (phases, requirements, timelines)?

5.2 Behaviour-specific accessibility checks

REF #	Behaviour	Stress and stigma	Don't ask twice	Remove waste	Accessibility	Help with compliance
1.01	Finding out about the service
1.02
1.03
1.04
1.05
1.06
3.01

6. Summary

Total behaviours

Phases

Time / customer (min)

Annualized hours

0.00

Cost / customer

Total annual cost

0.0

Average ease

Customers per year

6.2 Time and Ease - Chart

6.3 Cost and Ease - Chart

6.4 Phase-level Summary

#	Phase	Total behaviours
1	Find out about the service	6
2	Uusi vaihe	0
3	Uusi vaihe	1
4	Uusi vaihe	0
TOTAL		7

6.5.1 Priority by Time - Top 20 time-consuming behaviours

Rank	Behaviour	Actor
1	Finding out about the service	Customer
2		Customer
3		Customer
4		Customer
5		Customer
6		Customer
7		Customer

6.5.2 Priority by Cost - Top 20 highest cost behaviours

Rank	Behaviour	Actor
1	Finding out about the service	Customer
2		Customer
3		Customer
4		Customer
5		Customer
6		Customer
7		Customer

6.5.3 Priority by Ease - Top 20 lowest ease behaviours

Rank	Behaviour	Actor	Ease

Cost per Actor

Actor ↕	Time (min) ↕	Annual hours ↕	Annual cost ↕	Ease ↕
Customer	0	0.0	0.00	0.0
TOTAL	0	0.0	0.00	0.0

Behaviours summary

REF ↕	Phase ↕	Behaviour ↕	Actor ↕
1.01	Find out about the service	Finding out about the service	Customer
1.02	Find out about the service		Customer
1.03	Find out about the service		Customer
1.04	Find out about the service		Customer
1.05	Find out about the service		Customer
1.06	Find out about the service		Customer
3.01	Uusi vaihe		Customer

Sludge Finder Lite - Overview

Instructions

1.1 Actor details i

1.2 Total customer volume i

1.3 Assumptions i

2.1 Journey map visualisation i

2.2 Phases and behaviours i

3. Time and costs i

Notes

4. Ease and experience i

Notes

5. Access and Equity i

5.1.1 Engage users early

5.1.2 Provide support in the right way

5.1.3 Be open and clear from the start

5.2 Behaviour-specific accessibility checks

Notes

6. Summary i

6.2 Time and Ease - Chart

6.3 Cost and Ease - Chart

6.4 Phase-level Summary

6.5.1 Priority by Time - Top 20 time-consuming behaviours

6.5.2 Priority by Cost - Top 20 highest cost behaviours

6.5.3 Priority by Ease - Top 20 lowest ease behaviours

Cost per Actor

Behaviours summary

Information

Confirm delete

1.1 Actor details

1.2 Total customer volume

1.3 Assumptions

2.1 Journey map visualisation

2.2 Phases and behaviours

3. Time and costs

4. Ease and experience

5. Access and Equity

6. Summary