The decision
Specify how unsupported questions are handled and provide a useful human route. A plausible sentence is not evidence that the answer is grounded in an approved source.
Rehearse this before accepting the change
Ask an intentionally unanswerable fictional policy question.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Measure unsupported answers and successful handovers to the responsible team.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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