CASE STUDIES · 2026–27

Testing the concepts against real administrative journeys

Case studies examine administrative processes from the citizen’s perspective and test whether IOAS concepts reveal something useful at the joins.

These studies are diagnostic rather than fault-finding. They distinguish documented process from IOAS interpretation and are prepared to reject a suspected problem where the evidence does not support it.

Case Study 01Following the Hand-offsHousing Assistance Payment: duplication, hand-offs and Citizen Coordination LoadRead study → Case Study 02The State Already KnowsBereavement: Event Duplication and the Administrative ShockwaveRead study → Case Study 03When Capacity Meets ComplexityFair Deal: Administrative Absorptive Capacity and the Invisible AdministratorRead study →

Evidence and citation standard

Each case study is issued as a numbered IOAS research publication with a publication date, evidence-review date, suggested citation and numbered references attached to factual claims. Case studies are reviewed against current authoritative sources before publication. Proposed IOAS terminology is identified as exploratory and is not presented as an official or established standard.

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