What is a queue, and how should we organize queues?

A queue is a shared worklist. Cases are added to it, and those working in the queue either pick them up or have them assigned.

Keep the number low

Start with three to five. Twenty queues mean that cases end up in the wrong queue, where they remain until someone complains.

Every queue needs an owner

A designated person responsible for ensuring the queue is cleared. Queues without an owner grow until someone notices them, by which time the response time has already been exceeded.

Divide by expertise, not by organizational chart

Queues should reflect who can resolve what. If they mirror the departmental structure, cases will be moved between queues rather than resolved.

Pick rather than assign

Let caseworkers pick cases from the queue. Automatic assignment ensures an even distribution, but also assigns cases to people who are unavailable. Picking is self-regulating.