It usually starts quietly.

Someone resigns. Or retires. Or moves into another role. Everyone says the right things, does the handover, wishes them well.

Then a few weeks later, the questions start.

• “Does anyone know how this usually gets done?”

• “Where’s the process written down?”

• “I think Jane had a spreadsheet for that?”

If this feels familiar, you’re not alone. Most council teams have been here – more than once.

And no, this isn’t a people problem.

It’s a process knowledge problem.

You don’t just lose staff – you lose know‑how

Organisations are full of experienced people who know how things actually work.

Not how the process was designed years ago. Not how it looks in a policy document.

But how it really happens day to day.

The issue is that this knowledge usually lives:

• In someone’s head

• In half-finished SOPs

• In Word documents nobody updates

• In spreadsheets with names like “FINAL_v7_USE_THIS_ONE.xlsx”

So when someone leaves, the work continues – but the how disappears.

New staff inherit:

• Incomplete documentation

• Conflicting instructions

• A lot of “just ask around”

That’s not resilience. And it’s not fair on the people picking up the pieces.

Why traditional SOPs often don’t survive real work

Most teams genuinely want good SOPs.

The problem is the way SOPs have traditionally been created.

Writing them usually means:

• Blocking out time nobody has

• Manually typing every step

• Taking and updating screenshots

• Chasing reviews and approvals

So what happens?

SOPs get written once – maybe, and then quietly age.

Processes change. Systems update. Shortcuts appear.

And suddenly the SOP no longer reflects reality.

Staff stop trusting it. Teams stop using it. And the document becomes something people only open during audit season.

The real issue: capturing processes is too hard

The challenge isn’t that teams don’t value documentation.

It’s that capturing processes has always been painful.

Most tools ask people to:

• Describe work instead of doing it

• Translate clicks into words

• Keep everything updated manually

In busy teams, that’s just not realistic.

So documentation becomes:

• A “we’ll get to it later” task

• Something done once for compliance

• Or something nobody really owns

And that’s how knowledge quietly walks out the door.

What if processes captured themselves?

Now imagine a different approach.

Instead of asking someone to:

“Please write an SOP for this task.”

You simply ask them to:

“Do the task once.”

As they work, the process is captured automatically:

• Every step
• Every click
• Every system
• In the order it actually happens

This is the thinking behind Flowingly’s AI SOP Recorder.

How councils are capturing knowledge without the paperwork

With Flowingly, capturing a process looks like this:

1. A staff member starts the AI SOP Recorder in Flowingly
2. They complete the procedure as normal
3. Flowingly automatically creates:
   • A step-by-step SOP
   • Screenshots
   • Clear, plain-language instructions
4. The process is ready to review, share, and improve

No templates. No manual typing. No “I’ll finish it later.”

And because the SOP reflects real work, people actually trust it.

Why this matters more than ever

Staff turnover isn’t new – but the pressure around it is.

Today, businesses are dealing with:

• Tighter resourcing

• Higher compliance expectations

• More complex systems

• Less tolerance for errors

When knowledge lives in people’s heads, councils carry unnecessary risk.

When processes are clearly captured:

• New staff onboard faster

• Work is done more consistently

• Audits are calmer

• And improvement becomes possible

Documentation stops being a burden – and starts being an asset.

From captured process to real improvement

Capturing a process is only the beginning.

Once it’s documented, teams can:

• Map it visually so everyone understands the flow
• Automate approvals and handoffs
• Spot bottlenecks and delays
• Improve processes continuously

This is where Flowingly’s unified platform matters.

Instead of juggling separate tools for SOPs, mapping, forms, and approvals, everything lives in one place – and stays connected.

More importantly, this connection changes how teams think about process.

When a process is easy to see and easy to update, it stops being something that only gets attention during audits or system changes. Teams can make small improvements as they go – a clearer handoff here, one less approval there – without launching a formal “process improvement project”.

Over time, those small changes add up. Work flows more smoothly, fewer questions get escalated, and teams spend less time fixing preventable issues.

Processes shouldn’t disappear when people do

Teams work too hard to keep reinventing the wheel.

When someone leaves, their knowledge shouldn’t leave with them.

Good process capture:

• Protects your organisation
• Supports your people
• Makes everyday work easier

And it makes this question a thing of the past:

“Does anyone know how this is supposed to work?”

Because process knowledge belongs to the team – not just the person doing the job.

A final thought

Councils don’t need more documents for the sake of it.

They need processes that reflect reality, survive staff changes, and help people do their jobs with confidence.

When process knowledge is captured as work happens – not weeks later in a Word document – it becomes something teams can rely on.

And that’s how councils stop losing more than just people when staff move on.

Because when process knowledge is captured clearly and kept up to date, councils aren’t relying on memory, heroics, or long‑tenured staff to keep things running.

They’re relying on systems that support the way people actually work.

If 2024 was the year everyone started rethinking their processes, 2025 has been the year teams finally took control of them.

Across councils, government agencies, utilities, education providers, and organisations of every size, one theme has come through loud and clear:

“We want less admin, less ambiguity, and more clarity.”

And this year, Flowingly delivered exactly that.

Here’s a look back at the product updates, achievements, and community moments that made 2025 such a defining year – and a look ahead at what’s coming next.

One of our favourite launches this year was Flow & Tell, our customer-led webinar series where real teams walk through the processes they’ve mapped, improved and automated with Flowingly.

No jargon. No buzzwords. Just honest stories about what’s working, what’s changing and how people are making everyday work simpler.

It’s become a go-to resource across the Flowingly community – a place to learn directly from the people doing the work.

In 2025, a wave of new organisations chose to make their work a little simpler with Flowingly – and councils were right at the heart of that momentum.

These teams brought fresh ideas, honest challenges, creative solutions and a shared commitment to working smarter, not harder. Their energy has shaped the way we’ve built and improved Flowingly this year, and we couldn’t be more grateful for the conversations, feedback and wins they’ve shared along the way.

Together, this growing community is setting a new standard for clarity, consistency and confidence in everyday work – across local government, public-sector agencies, education, utilities and beyond.

To all of our customers.

Thank you for:
Every workflow you published.
Every SOP you recorded.
Every improvement you celebrated.
Every webinar you joined.
Every webinar you spoke on.
Every piece of feedback you shared.

You helped make 2025 Flowingly’s strongest year yet.

Here’s to more clarity, more confidence and more progress in 2026.

If you work in a council, you already know this:
Your real job and the job you actually spend your day doing are often two very different things.

There’s the work you’re meant to be doing — delivering services, supporting your community, improving processes, keeping things running smoothly.
And then there’s the work that quietly sneaks in, piles up, and somehow eats half your day before morning tea.

We call it the hidden workload.
The admin you don’t plan for.
The process work no one notices.
The tasks that slip between the cracks but still demand attention.

It’s the work that keeps councils running… but also keeps teams overloaded.

And if you’re feeling stretched, it’s probably not because your council is doing more — it’s because your processes are asking too much of your people.

The new definition of “good”

For years, “good” in council operations meant simply staying afloat.
Audits passed (eventually). Approvals done (somehow). SOPs updated (when someone had time).

But modern council teams are setting a higher bar – and a more human one.

Today, “good” looks like:

• Processes that are easy to follow

• Workflows that don’t depend on who’s on leave

• SOPs that aren’t buried in a maze of folders

• Approvals that don’t live in Outlook

• Audits that don’t spark collective dread

This isn’t about being perfect.
It’s about creating teams that can work with confidence, clarity, and just a little less chaos.

And it starts with the way councils run their processes.

Where the hidden workload hides

The tricky thing?
Most of this workload is invisible until it becomes overwhelming.
It’s death by a thousand admin cuts.

1. The email chain approval loop

You know this one.
It starts with a simple request: “Can you approve this?”

Then one person replies.
Another person doesn’t.
Someone else forwards it with a comment that makes perfect sense to them but no one else.

Before you know it:

• The wrong version’s been approved

• Two people think someone else is doing the next step

• And you’re scrolling through a three-week-long email thread thinking, “Surely there’s a better way.”

These are the minutes that quietly turn into hours — the kind of admin no one budgets for, but everyone feels.

2. The “updated” SOP that lives in four different places

There’s nothing more dangerous than the sentence:
“We should really update that SOP.”

Because suddenly:

• Three people have different drafts

• Another person adds steps that no one actually does

• And the team is left asking, “Which version are we supposed to use?”

SOP upkeep shouldn’t feel like group therapy.
But when documentation lives in Word docs, long email chains, or someone’s head… it does.

This is the hidden workload councils rarely quantify: the hours spent rewriting processes instead of improving them.

3. The shared-drive treasure hunt

Somewhere, in some folder, in a location only one person seems able to remember, lies the document you desperately need.

It could be:

• Under Operations > 2021 > Final > Final-Final

• In someone’s personal drive

• Or in a folder called “New” that actually contains files from 2017

The treasure hunt isn’t just frustrating – it’s expensive.
Every minute spent searching is a minute not spent doing work that matters.

Multiply that across a whole team for a whole year?
That’s your hidden workload, right there.

4. The audit prep sprint

You know that feeling when an audit is coming?

Suddenly everyone is:

• Checking versions

• Searching inboxes

• Screenshotting evidence

• Asking, “Do we have documentation for this?”

• And discovering processes that haven’t been updated since the last restructure

Audit prep is one of the biggest hidden workloads in councils – because the work isn’t just the audit itself.
It’s the rework required to prove what you already do.

Which is why teams like Waipā DC now use Flowingly as their Building Control “bible” – a single place where every process is already mapped, tracked, and audit-ready.

5. The “can you just…?” micro-tasks

This one is the quietest – and quite possibly the most dangerous.

“Can you just check this?”
“Can you just resend that?”
“Can you just approve this real quick?”
“Can you just tell me where the latest version is?”

Individually, these tasks take seconds.
But the interruption cost? Massive.

Every “just” pulls someone out of focus.
The hidden workload isn’t the task itself – it’s the switch away from what they were doing, and the time it takes to get back into it.

Do this 10, 20, 30 times a day?
That’s where whole hours disappear.

The impact: it’s not just about productivity

Hidden workload doesn’t make headlines.
But it makes staff tired.

It creates:

• inconsistency

• rework

• delays

• confusion

• and frustration

Most council teams aren’t underperforming. They’re overburdened by process friction that shouldn’t exist anymore.

Imagine how much more councils could achieve if time wasn’t being stolen by the invisible work between the work.

When councils decide “work doesn’t need to be this hard

Most councils aren’t waiting for a transformation programme or a new financial year to fix the hidden workload problem.

They’re doing something far simpler – and far smarter.

They’ve stopped accepting the admin grind as “just how council work is.”

There’s a quiet shift happening across teams.
A moment where someone finally says:

• “Why do we email this approval every time?”

• “Why is this SOP so hard to follow?”

• “Why can’t we see the whole process in one place?”

• “Why does this take three days when it should take 30 seconds?”

And instead of shrugging and moving on, teams are starting to answer those questions.

They’re choosing clarity over clutter. Consistency over guesswork. Workflows over inboxes. Shared knowledge over heroic institutional memory.

Not because someone told them to.
But because the old way is exhausting.

And because the hidden workload isn’t just inefficient – it’s unsustainable.

Here’s what this shift looks like in the real world:

1. Teams are mapping messy processes so everyone finally understands them.

Not beautifully. Not perfectly.
Just honestly.

The first step toward fixing hidden workload is simply seeing it.

2. Leaders are asking “How do we make this easier?” instead of “Who dropped the ball?”

Blame-free conversations are becoming the norm.

The problem isn’t people – it’s process friction.

3. Staff are speaking up when a workflow doesn’t make sense.

Because they’ve learned that improvements don’t need to be giant projects.

They can be small nudges that reduce pain immediately.

4. Councils are ditching tools that slow them down and choosing ones that actually help.

Not even necessarily flashier.
Just friendlier.
Systems that reduce workload instead of adding to it.

5. And perhaps the biggest shift of all: councils are making time to improve, even when they’re busy.

Especially when they’re busy.

The hidden workload shrinks every time a team chooses clarity over confusion, automation over admin, or transparency over tribal knowledge.
It’s not one big change – it’s a hundred tiny ones.

And together, they make the day feel lighter.
For everyone.

What happens when the hidden workload disappears?

Suddenly, work feels:

• calmer

• clearer

• smoother

• more consistent

• and far less stressful

Teams have time for the work that matters.
Managers have visibility they can trust.
New staff get up to speed faster.
Audits feel… manageable.

The hidden workload may be invisible –
but the relief when it’s gone is unmistakable.

**Because councils will always be busy.

But your processes don’t have to make it harder.**

If you want to see how councils are reducing admin, simplifying audits, and giving time back to their teams, Flowingly is here to help – without the jargon and without the drama.

The hidden workload may be invisible –
but the relief when it’s gone is unmistakable.