Reassign tasks along the organisational hierarchy
Task delegation is when a person who was originally assigned a task passes it on to another person based on their position in the organisational hierarchy.
Goel, K., Fehrer, T., Röglinger, M., & Wynn, M. T. (2023). Not Here, But There: Human Resource Allocation Patterns. In Lecture Notes in Computer Science (pp. 377–394).
Foundational free Patterns
Consider automating activities
Assign a responsible individual for handling each case type
Minimize numerical involvement
Too many cooks spoil the broth
Consider whether activities may be executed in parallel
Consider to deepen or broaden the skills of resources
Let customers interact with your organization whenever they want to.
Expertise-based task assignment
Match tasks to experts' specialized skills for efficiency
Preference-based task assignment
Let people do what they love to do
Allocate task based on past feedback or quality metrics
If capacity is insufficient, consider increasing the available number of resources