The decision
Classify incidents by impact on important journeys, not just whether the server responds. Give frontline staff a clear route for reporting a suspected service failure.
Rehearse this before accepting the change
Report a fictional failure where the homepage works but submissions fail. Check whether the triage process recognises the operational impact.
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 time from the first credible report to impact assessment.
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.
Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.
Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
Turn the brief into a working service
Kay & Co. can help you scope the work, design the experience and deliver the right solution for your organisation.
Explore support & operations services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.