Evidence reconciled
Record the eligible cohort, source systems, observed changes, cost basis, limitations and authorized commercial interpretation.
OPERATING HANDOFF
From a successful pilot
to accountable operations.
Define the handoff before broadening deployment: approved scope, named owners, production controls, reporting baselines and support arrangements.
SIX TRANSITION GATES
What needs to be true
before expansion.
Service defined
Identify enabled modules, locations, channels, expected volume, exclusions and any separately priced work.
Permissions approved
Confirm customer-contact rules, data access, agent authority, emergency routing, approval gates and human fallback.
Owners assigned
Name the agency implementation lead, client operations owner, system owner, escalation recipients and reporting approver.
Production accepted
Complete the regression suite, booking/transfer tests, suppression controls, rollback plan and written go/no-go acceptance.
Management cadence set
Agree on health checks, exception triage, reporting periods, billing reconciliation and the first optimization review.
Start with a recorded decision.
Use the expansion record to document what the pilot established, what remains unresolved and who is authorized to approve next steps.
Create decision record ↗Responsibility matrixEXPANDING BEYOND ONE LOCATION
Bring the system to the next branch.
Use branch-level configuration, explicit approval gates, and a staged rollout plan.
Multi-location operations ↗ Rollout planner