The decision
Prepare an approved routing response and a clear handover to the appropriate team. Keep public marketing conversations separate from individual service support.
Rehearse this before accepting the change
Use a fictional comment about an appointment and rehearse the handover, including what happens when the receiving team is unavailable.
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 to route support requests correctly without counting public replies as completed resolutions.
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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