The argument in the article for gradual change sounded reasonable to me. Just moving a process online is at least a first step.

> Some departments had sort-of insane business processes for submissions. If I tried to change those, I would spend a whole year on a single department. By focusing on the priority, moving forms online and making it easier for the customer, I could make consistent progress rather than be consistently blocked.

Re: should they just be database entries? he did do this or make other changes when the department agreed.