From Overload to Automation
Transforming Workflows Through Human-Centered Automation
Background
A sub-organization within the Federal Aviation Administration (FAA) with a portfolio of six programs that develop, deploy, and maintain air traffic systems to optimize traffic flow across the National Airspace System (NAS) approached us seeking to modernize its internal communication structure to better manage information flow during rapid organizational change. Existing processes relied heavily on email and ad hoc messaging, leading to communication breakdowns, inefficiencies across multiple channels, and inconsistent visibility and response rates to critical data requests.
The Challenge
The high visibility of these air traffic systems within the agency demanded frequent and urgent reporting, communication, and data call responses. However, frequent updates, shifting priorities, staffing changes, and multiple communication channels left staff and managers struggling to track key information. Critical updates were buried in inboxes or lost across Microsoft Teams messages. The lack of a structured, transparent process created missed updates, slipped deadlines, duplicated efforts, and unnecessary stress during a period of operational transformation.
The Approach
Evans guided the client through a human-centered digital transformation that began with a Leadership Team offsite strategy session. The team mapped existing communication flows, identified redundancies, and co-created shared norms. Insights from this exercise revealed Microsoft Teams as the most effective platform for information sharing.
Building on that foundation, Evans designed and implemented the Data Call Automated Process — an automated workflow within Microsoft Teams that centralized updates and requests through a single form with automated notifications and reminders. This streamlined communication, reduced manual follow-ups, and ensured transparent tracking.
Here are key highlights from our implemented solution:
- Mapped Communication Bottlenecks: Visualized existing workflows to identify pain points and redundancies.
- Established Shared Norms: Defined clear expectations for channels, cadence, and communication ownership.
- Built an Automated System: Created a Microsoft Teams-based list that triggered reminders and confirmations automatically.
- Enhanced Transparency: Enabled leadership to track submissions and progress in real time.
- Scaled Adoption: Provided user guides, 1:1 coaching sessions, and early pilot support for broader rollout.
- Created a Shared Workspace: Created a group-wide SharePoint site to serve as a unified workspace for collaboration and information sharing. This streamlined data compilation and alignment efforts, significantly reducing time spent on manual coordination.
- Archived Data: Archived completed requests and shared information supports ongoing metrics tracking. By housing templates and recurring data collection formats, the site also accelerated future request handling.
This human-centered automation approach aligned technology with how the team naturally worked, reducing friction, boosting adoption, and setting the foundation for scalable digital transformation.
The Results
Within six months of launching, this automated process quickly gained traction. With 122 completed data calls and seven automations—including notifications for task readiness, leadership reviews, and weekly updates—the process became a model for other programs and organizations. Support materials and guidance sessions helped drive adoption, while ongoing feedback informed refinements.
A few of the tangible impacts noted are:
- Reduced Communication Overload: Streamlined updates through one Microsoft Teams based system.
- Improved Accountability: Automated reminders minimized missed requests.
- Clearer Workflows: Central tracking increased visibility across leadership.
- Expanding Adoption: This solution presented a scalable model for digital transformation encouraging other organizations and programs began piloting the same model.
- Greater User Confidence: Simplified processes reduced stress and confusion (85% positive sentiment from users).
This initiative exemplifies Evans’ tech-forward, people-first approach: using digital tools not for their own sake, but to solve real human problems and enhance mission delivery.
The Tradeoff of Not Acting
Without intervention, the organization risked:
- Continued communication breakdowns and duplicated efforts across teams.
- Missed or delayed responses to high-priority data calls and leadership requests.
- Reduced visibility into program activities, hindering timely decision-making.
- Increased staff frustration and burnout from unclear or competing processes.
By taking a proactive, human-centered approach, Evans established a transparent, automated system that improves coordination, strengthens trust, and sustains mission-critical operations.
