spur

For the people behind difficult enquiries

One enquiry.
A lot to untangle.

Emails, guidance, unanswered questions. When something changes, do you have to piece it all together again?

Could one shared map help? Let’s test the idea with your team’s experience.

Map an enquiry

Research, not a sales call.
No client details needed.

For Individualised Funding hosts and Disability Information Advisory Services in New Zealand.

An idea to test

Keep the whole picture.
Question the next step.

One place for what you know, what’s missing and who’s doing what. Would that help, or do your tools already cover it?

A made-up example.
Not a real case or testimonial.

“We’re waiting on a provider. What can we do in the meantime?”

The team checks the guidance, asks a colleague and waits for a reply. Then the answer changes.

Does the work happen like this now?

Tell us where this picture is wrong.

  1. The question arrives “Where did we leave this?”
  2. Staff gather the context “Is this still the latest guidance?”
  3. People are interrupted “Have you dealt with this before?”
  4. Part is recorded, then everyone waits “Who’s chasing the reply?”
  5. The answer changes the picture “Does that change our next step?”

An example map

Would one reviewable map help?

Made-up entries to test the idea. Not a validated product.
The question
“What can we do while we wait?”
Known and checked
“We checked who issued the guidance, that it applies and that it’s current.”
Unknown or disputed
“We don’t yet know which options the provider can offer.”
Can progress now
“List our questions. Check our process against the guidance.”
Waiting on
“The provider’s reply. The enquiry owner will check tomorrow.”
When the reply arrives
“Note what changed. Keep the earlier review.”
Needs a human decision
“Staff check the evidence and decide the next step.”

We need your workflow, not your agreement.

These use cases are made up. Tell us if they miss the hard part, repeat an existing tool or add more work.

  • Is it easier to pick up where you left off?
  • Is it clear what’s checked and what’s uncertain?
  • Can you see who’s doing what?
  • Is reviewing it more work than it saves?
  • Is it genuinely better than current tools?

Picking up a colleague’s enquiry

“I’m covering this today. What’s been checked, and who are we waiting on?”

Could the map show the checks, open questions and next person to contact?

A provider changes their availability

“They can offer Tuesdays, not Thursdays. Who needs to review the plan?”

Could the map flag what needs another look, without changing the plan itself?

Bring one difficult enquiry.

We’ll spend 20 minutes mapping the sources, people, waits and decisions. You keep a one-page map. We learn what helps.

  1. BringOne recent enquiry, without client details.
  2. MapWalk through what happened and what changed.
  3. KeepReceive the map after the conversation.

Request a 20-minute mapping session

Leave your email. We’ll arrange a time.