It is the administrations job to make this work. Study the steps in terms of time and money. Review your customer's requirements. Those that do not increase the quality of the service to the end use are candidates for elimination. Look through recent speeches.
Most performance evaluation is top-down.
List the assumptions surrounding the way the process is currently done. Bring together the people in the process. Engage each other in assumption-revealing dialogue. Universal solutions to exceptional problems create universal problems. Things do not exist independent of their relationship to other things.