Measuring service timelines

Service blueprints need to show how long each part of the service takes. These timelines cover everything from citizen waiting periods to internal processing times. Clear time measurements help teams identify where services slow down and why.

Start by marking standard processing times at each layer of the blueprint:

• For citizen interactions, note both active time (filling forms) and waiting time (queuing)
• For backstage actions, record how long each review or approval typically takes
• For support processes, mark processing cycles that affect overall timing

Show where timeline requirements come from. Some processing times are set by policy, like maximum waiting periods for permit decisions. Others come from practical limits, like system processing capacity or staff availability. Understanding these sources helps teams identify where they can and cannot adjust timelines.

Watch for timeline gaps between blueprint layers. Service delays often happen when work moves between frontline activities, backstage actions, and support processes. Marking these transition times helps find opportunities to speed up service delivery.