The decision
Make the responder's role and the intended contact route clear. Use the organisation's approved authority and information-handling process rather than assuming every helper can act on another person's behalf.
Rehearse this before accepting the change
Complete a fictional assisted form; the receiving team should identify both roles correctly.
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
Count assisted submissions requiring role clarification.
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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