Service Delivery

An approved application still has work to complete before the beneficiary’s service can be marked Delivered. The Citizen Service Portal Operator follows the decision and delivery action from the case workspace. The application moves through Decided, while the operation run and its steps record what happened during execution. The delivery reference gives the team a way to trace the completed service.

Each execution attempt has a status and can retain a provider reference or failure reason. A running attempt may finish successfully, fail or leave an Unknown result. The operator needs to inspect that result before telling the next colleague that the service is complete. A request sent to a connected provider needs an outcome that can be matched to the application.

• Authorized revision. Start delivery work from the revision accepted by the independent reviewer. The run retains that revision and the input hash so the execution context remains visible.
• Execution trail. Follow the operation key through the run, ordered steps and recorded attempts. Step receipts can retain the external source, receipt identifier, date and supporting attachment.
• Completion evidence. Use the delivery reference and completion date to explain a Delivered application. Investigate Failed or Unknown attempts and runs requiring reconciliation before deciding the next action.

Agree what counts as completion for the pilot service. A service desk might record its own fulfillment reference; a connected delivery provider may supply an external receipt. Define which reference staff should retain and who checks an uncertain response. Set up any provider connection separately and rehearse its result handling with the people responsible for the service.

Decide who investigates an interruption and how that person reports the result to the case owner. Keep the original attempt visible while the team checks the provider’s record. A repeated action can affect a beneficiary twice if the first result is misunderstood. Use the operation key and available receipt evidence when deciding whether further action is appropriate.

Rehearse an approved service application whose first delivery attempt receives an uncertain provider response. The operator opens the operation run and inspects the step trace. They find the original operation key, check for a provider reference and assign the outstanding investigation. The application should remain distinguishable from confirmed delivery while that investigation is open.

Once the service result is established, check the correlated receipt and completion information recorded by the delivery action. Ask another operator to trace the Delivered application back to the decision and execution outcome. They should be able to explain why the team considers delivery complete. Repeat with a definite failure and confirm that the failure reason stays visible for the next attempt or correction.

• Operation Run Monitor — Inspect queued, running, failed and reconciliation work for service applications.
• Execution Attempt Log — Trace attempt outcomes and provider references before taking further action.
• Delivered Applications — Find completed applications with their delivery reference and completion date.

Use decision and delivery and follow-up and correction.