Why Waaban
What happens when the person who knows the system retires?
Right now one person often knows how the office runs, and the day they retire that knowledge is gone. This puts the procedures into the system, so the office keeps running and the next person can do the job without decades of memory.
The software does not replace the clerk. It makes the job possible to hand off, and keeps it in your hands.
The procedures, the deadlines, and the way a case is done live in the software, captured with the current staff before they leave.
The test that it worked: a successor completes a real case, start to finish, unassisted.