What defines "managed utilization" in terms of technology use within an agency?

Managed utilization refers to the strategic approach in which technology is deployed in a way that enhances workflows while maintaining a focus on the needs of customers. A high level of structured workflows indicates that the agency has put systems in place that not only improve operational efficiency but also ensure that the processes are effective in meeting customer expectations. This means that technology serves as a tool to streamline and enhance service delivery rather than replacing the human element or ignoring the importance of client-centric approaches.

In this context, structured workflows that prioritize customer needs suggest that the technology is being utilized in a purposeful manner that aligns with the agency's goals of providing excellent service. This approach helps in optimizing efficiency while ensuring that the client's experience remains a priority.

The other options do not align with the concept of managed utilization. For instance, complete automation without human intervention may overlook crucial aspects of customer interaction; whereas dependence on technology for every operation could lead to rigidity and a lack of personalization in service delivery. Reducing technology costs through streamlined processes focuses solely on financial efficiency without necessarily improving the overall workflow or customer satisfaction, which is a key aspect of managed utilization.