The shared starting point
This fictional example continues the business trial and case record. The outcome O1 (Accepted resolution) remains a timely resolution the learner accepts. P1 (Learner agreement) requires learner agreement; R1 (Continuous ownership) requires continuous case ownership until resolution or an accepted transfer. I1 (Cancellation case record) records the case, agreement, owner, state, next action and confirmation.
The initial D1 (Process-only trial) trial remains process-only and covers internal courses. Partner cases and refunds need a separate decision. The new detail below is a proposed design; the trial and its checks have not run.
Roles and decisions
| Role | Responsibility in the trial | Decision authority |
|---|---|---|
| Service owner | Owns service meaning, procedures, readiness and outcomes. | Approves changed rules, trial acceptance and extensions of scope. |
| Case owner, RO1 (Case owner) | Maintains I1, contacts the learner and follows the case through confirmation. | Acts within the agreed internal-course rules and requests help for exceptions. |
| Receiving case owner | Checks the offered record, access and ability to take the work. | Accepts the assignment or returns a query; becomes RO1 when the accepted transfer takes effect in the shared register. |
| Duty coordinator | Arranges available, suitably skilled cover and monitors unaccepted transfers. | Nominates cover under the agreed delegation; refers unresolved capacity or authority gaps to the service owner. |
| Data steward | Maintains shared definitions and coordinates recurring record-quality issues. | Clarifies existing definitions; refers changed business meaning to the service owner. |
The coordinator is a proposed responsibility, not necessarily a new post. Name the people, cover, skills and access before using this arrangement.
The service owner also agrees the scope of delegated work. In the linked software proposal, an AI assistant could prepare a handover summary for a person to check against the case. It has no authority to accept learner agreement or transfer ownership. Record the proposed output, its review and any resulting action separately.
The handover
Proposed decision OP-D1 (Accepted-transfer procedure) adds an accepted-transfer procedure to the shared register:
- The current owner offers the case with the current record version, agreement reference, next action, required response time and any unresolved matter. The receiving person is identified.
- The receiver checks access, authority and capacity, then accepts or queries the offer. Sending a message records an offer only.
- On acceptance, the register records the effective transfer, its time and the version accepted. Exactly one owner is current; earlier assignments remain in history. The receiver becomes responsible for the next action.
- If acceptance is missing by the agreed response time, the duty coordinator arranges cover or escalates. The existing assignment remains current until the accepted transfer takes effect in the shared register. The service owner remains responsible for an unresolved gap, including an unavailable current owner.
The response target and staffing arrangements remain open decisions. A real trial needs them agreed before cases are assigned.
The receiving person’s acceptance must take effect in the shared record, whatever channel carries it. In the software proposal, a mobile client could hold an action while disconnected. It would remain pending until accepted against the current case; saving it locally would not transfer ownership.
Exceptions and closure
If the record changes before acceptance, check the changed information and record acceptance of the current version. A receiver who lacks access or capacity returns a query and the reason; the coordinator finds suitable cover. A proposed transfer does not authorise both people to act on the same case.
If a cloud task service routes offers and reminders, its support arrangements must identify who handles outages, contacts the supplier and reconciles waiting work after recovery. The coordinator still needs to know which cases lack accepted cover.
The case reaches resolved only when the current accepted alternative and its confirmation are linked. The owner records correction and reopening when that confirmation no longer holds. Partner confirmation remains the earlier L1 (Partner confirmation gap) question for the service owner, outside the internal trial.
The systems example develops a possible software implementation of these responsibilities. The agreement and ownership rules continue through that change. A different service scope may require the rules to change too; record who decides and how existing cases move.
Proposed checks
OP-V1 (Handover checks) extends V1 (Two-handover check) and ID-V1 (Case meaning checks) with organisational conditions:
| Situation | Expected result |
|---|---|
| The offer is sent but no acceptance arrives | Existing assignment retained; waiting work visible to the coordinator. |
| Receiver cannot access the agreement | Transfer queried; access or cover corrected before acceptance. |
| Original owner becomes unavailable | Coordinator arranges an accepting receiver; unresolved gap reaches the service owner. |
| Case changes while a transfer is waiting | Receiver checks and accepts the current version; history explains the change. |
| Two people try to take the case | One effective assignment is recorded; the conflicting attempt is resolved before further action. |
| A learner rejects the alternative | No agreement to that alternative or resolution based on it is recorded; the current owner arranges the next action. |
All checks are unrun. Rehearse the procedure with synthetic cases before a real trial. Record actual waiting time, failed handovers, repeated contacts, workload, correction effort and training needs. Agree response targets before the trial. Assess any benefit against a recorded baseline.
Methodology configuration
The duty coordinator might be a team lead or service-desk role. A case tool or shared register records each transfer; a process model describes the handover rule. Map these responsibilities and records to your method and change review.
The templates contain blank and completed versions. Configuration guidance explains the shared approach to tailoring.