Pilot results
What the 12-person pilot delivered, including what is still open. This is the evidence behind the rollout proposal.
- Pilot team
- 12
- Complete ownership, week one
- 94.7%
- Import rows mapped
- 2,400 of 2,418
- Scenario tests, round 3
- 8 of 8
Service desk and regional operations
36 of 38 handoffs, up 7.2 points
18 closed test records excluded
Round 1 failed urgent routing
Handoffs with complete ownership
Dry run 75.0%, scenario week 87.5%, week one 94.7%.
Week one in one paragraph
Minutes to acknowledgment
Median, dry run against week one. Lower is better.
Scenario tests by round
Round 1 notified two regional leads on an urgent case. Fixed by Sep 2.
Handoffs per business day
Pilot users and coaching
Two users still leave out the customer waiting reason. They get a job aid follow up.
Import, reconciled
164 legacy category rows mapped after Evan approved. Personal contacts and contract rates excluded.