What exists before the work
Requests arrive through a shared inbox. A coordinator copies details into a spreadsheet, asks for missing information by email, and manually assigns work. Status depends on inbox searches and personal memory.
MANUAL WORK → AUTOMATION EXAMPLE
From copying emails into spreadsheets to automatically tracked requests.
In this illustrative project, an incoming service request becomes an assigned task with a visible status, and the requester receives a response when it is complete.Provenance
This is an illustrative internal artifact created to make the delivery and evidence standard inspectable. It does not claim a customer, customer result, testimonial, or historical engagement.
Who will use the result
The service coordinator who owns intake and the operations manager responsible for response quality and overdue work.
What needs to change
Incomplete requests, duplicate copying, unclear ownership, and invisible overdue work create delay and rework. No single record proves what happened.
What the software must do
One request is captured, validated, routed to an accountable owner, progressed to completion, and returned to the requester with a traceable record.
WHAT IS INSPECTED
What we check before agreeing the work
- Representative request samples and volume
- Current inbox, spreadsheet, and assignment steps
- Required data and validation rules
- Ownership and escalation rules
- Available APIs, exports, and identity access
ACCEPTANCE CHECKS
How we check that it works
- 01A valid request produces exactly one owned work item.
- 02Missing required information produces one clear requester action.
- 03The coordinator can see unassigned and overdue work without searching email.
- 04Completion sends the accepted response and preserves the audit record.
- 05A measured acceptance batch shows the agreed reduction in manual handling.
The coordinator can track a request from arrival to completion in one place, with the responsible person and any problems clearly visible.
OWNERSHIP & HANDOFF
- Customer-controlled application and data store
- Documented workflow rules and configuration
- Named integration and service accounts
- Operational dashboard and support runbook
- Acceptance baseline and measured after-state
EXPLICIT EXCLUSIONS
- Every service category and department
- Historical mailbox or spreadsheet migration beyond the agreed sample
- Unlisted integrations
- Advanced workforce planning and forecasting
- Adjacent finance, CRM, or customer-portal workflows
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