With an objective to improve the service delivery efficiency and application processing capacity, for the Department of Education and Early Childhood Development conducted a business process review of the administration and granting of all approvals, including provider applications, service applications and certified supervisor applications. By developing a service baseline for regulatory, volume, completion times, staff numbers and director costs, and identifying the Critical Success Factors, redesign major processes.  This resulted in the elimination of duplication and silo inefficiencies, and increased focus on application automation, direct client communications and staff up-skilling.  Ultimately the outcomes have saved significant money, increased the Departments processing capacity which has positively increased customer satisfaction.