Practice Workflow & Client Portal
Tasks routed by rule instead of by partner, with review queues, evidence links and one secure channel for client documents.
Why it matters
The business challenge
Partners are the workflow engine: allocation, chasing, escalation and re-prioritising all route through them, so growth adds load to the people with the least spare capacity. Three teams run three processes, and moving staff between them costs weeks.
You might recognise this
- Every allocation and escalation decision waits for a partner.
- Each team has its own steps, file names and review standards.
- Client documents arrive on four channels with no single record.
- Handovers between staff mean re-explaining the file.
- A week of partner absence pauses the practice.
- Clients call a partner for updates because there is nowhere to look.
The solution
How PASDACS helps
PASDACS implements the workflow layer on one documented operating process: tasks routed by rule, review queues with ageing, evidence linked to the work it supports, and a client portal that gives every engagement one secure channel. Partners supervise by exception instead of driving every hand-off - the operating model moves from partner supervision to a managed workflow.
Services included
- Workflow design on the standardised process
- Rule-based task routing and escalation
- Review queues with ageing and evidence links
- Secure client portal for documents and requests
- Integration with practice, accounting and document systems
- Training, adoption support and a named internal owner
How we deliver
Delivery approach
Standardise first
One documented process per service line - the workflow encodes a standard that exists, not one assumed. Milestone: SOPs and routing rules approved by the partners.
Design the routing
Allocation rules, review queues, escalation paths and the client channel agreed in writing. Milestone: a design the partners can see themselves stepping out of.
Configure & integrate
Portal and workflow connected to the practice, accounting and document systems you already run. Milestone: data moving once, verified end to end.
Pilot one team
One service line or team first, with a week-one baseline and agreed success criteria. Milestone: a full cycle routed by rule, not by partner.
Measure the shift
Partner hand-off load, review ageing and turnaround compared with the baseline. Benefit: partners supervising by exception, evidenced in the numbers.
Roll out by quarter
Extended team by team around the filing calendar - never all at once, never during a peak - with a named owner carrying the standard forward.
Tooling
Technology ecosystem
- Workflow and practice-management platforms
- Client portal and secure document exchange
- Integrations with Tally, Zoho and document systems
Outcomes
What you can expect
- Allocation and escalation that run by rule, not by partner
- Review queues with visible ageing
- One secure channel per client engagement
- Staff mobility between teams without weeks of relearning
- Partners supervising by exception
Related
Explore further
Related capabilities
Systems
Select, implement and integrate the practice-management, accounting, document and client-portal systems the firm runs on.
Explore capabilityProcess
Map how the work actually runs, remove the waste, then standardise it into SOPs, checklists and review controls people actually follow.
Explore capabilityAutomation
Requests, reminders, reconciliations, approvals and system hand-offs run themselves - your people handle the exceptions.
Explore capabilityInsights
The firm that outgrew its partners: one operating process, not more supervision
Past a certain size, the constraint is no longer effort - it is that GST, audit and accounting each run their own way, and every decision routes through a partner. The fix is an operating model, not overtime.
Read insightRecognise this in your practice?
Talk to us about where you are today - a pilot on this workflow has a defined scope, a measured baseline and success criteria you agree to before we start.