Services in operation
Each redesigned service carried out end to end, with people deciding where judgment or authority is required.
The result
The system completes the service. Your people decide what needs them.
A request arrives and the system carries it through: it obtains the relevant records, interprets the request, completes the permitted actions, investigates what does not reconcile and refers the decisions it cannot resolve.
Financial calculations remain in tested software, and permissions and required approvals are enforced independently of the model. The result is judged on the effort, accuracy and cost of the completed service, not on any single step.
A service, end to end
How a case moves
The same sequence runs for every case, with its evidence recorded at each step.
- 01
Received
A request arrives and is matched to its client and fund.
- 02
Gathered
The records the case needs are drawn from each system.
- 03
Checked
Terms, rules and history are applied, differences found.
- 04
Completed
Permitted updates are made and the outputs prepared.
- 05
Referred
What needs judgment or authority goes to the right person.
Closed
The case closes with a full record of what was done.
Where people decide
Review the evidence, not the work
If an experienced employee must reconstruct each result before relying on it, most of the original cost remains. The system supplies the source records, calculations and unresolved differences behind each case, so review concentrates on the conclusions and actions that warrant it.
Approvals, judgments and client advice stay with your team.
Expanding responsibility
Responsibility grows with evidence
Defined cases need less intervention as measured performance supports it and your control owners approve. Each change is compared with the existing process on escaped errors, their severity, recovery, supervision and total effort.
Model progress
Each new model is tested on your cases.
A programme should not be bound to the model limitations present when its initial specification was written. Records, permissions and operating history endure while models and execution methods are replaced.
Each suitable new model is evaluated on your own cases to establish whether it can complete more of a service, investigate harder exceptions or reduce the effort of review, before anything changes in operation.
