Campbell McCracken makes the case for intelligent and dynamic forms. Because you don't have workflow. In general, business processes are not well documented and can be slow.
Manual processes are too dependent on paper and are labour intensive.
There is a high risk that tasks can 'fall through the cracks' and there is no easy way of tracking the processes and measuring either the process time or the cost statistics. However workflow can change all of that. Originally the term 'workflow' was used to mean the flow of information, documents or tasks. It was associated with clerical tasks and the routeing of documents and is generally used in repetitive processes, especially in an office environment, such as banking or insurance. Examples include order processing, claim or loan approvals, new customer enrolments, customer support, expenses, timesheets, holiday requests etc.