Operations evidence

The Operations Manager follows the booking through its actual operating outcome. A completed journey, cancellation or no-show needs a clear state that the Booking Coordinator and finance can use. Supporting files give the team somewhere to retain the information behind that outcome and any customer follow-up.

Operation receipts describe attempted actions and their results. A receipt retains its action, expected revision, time and outcome, with references or a failure reason where available. Read it alongside the booking and departure so an unresolved action can be investigated by someone who was not present during the original attempt.

• Operating outcome. The Booking Coordinator marks the booking in progress when the service begins. The Operations Manager records its completion time after the service ends, while the Dispatcher records the departure’s completion state. Keep these records consistent with the service that was operated.
• Action history. Operation receipts identify the attempted action and the expected revision. Failed and needs review results remain visible for investigation. An external reference or effect reference helps the manager locate the evidence needed to understand the result.
• Supporting files. Attach documents to the booking with a clear title and evidence type. Uploaded time and uploader identify the source of the file. Internal or Shared visibility guides the team’s handling of material used in an operating review or customer conversation.

Agree who confirms actual completion and who records cancellations or no-shows. Define the evidence expected for each outcome and decide which files may be shared. A consistent title and evidence type help another person find the relevant information without opening every attachment.

Assign responsibility for investigating unresolved operation receipts. Define how the investigator checks the booking revision and departure context before another action is attempted. Confirm who must be informed when a failed release or changed booking affects dispatch, and how finance learns that the service outcome needs payment follow-up.

A charter service has operated from its approved departure. The Dispatcher records the departure as Completed and the Operations Manager confirms the booking’s completion with its actual completion time. Attach the agreed service evidence, giving it a useful title and the correct visibility.

Ask the Booking Coordinator to locate the outcome from the booking and explain it to a colleague. The colleague should be able to distinguish the completed service from the earlier request and release review, then identify any provider evidence finance still needs to reconcile.

Next, rehearse a booking whose release action has a needs review result. The Operations Manager reads the action and failure information, checks the expected revision and follows the retained references. Keep that investigation separate from any assumption that the vehicle has departed. Resolve the operating question with dispatch, retain the supporting file and record the next action through the agreed process. Finally, inspect a Shared file as a permitted user and confirm that internal review material stays within the intended team.

• Operations needing review — Failed or unresolved action receipts with the booking, revision and failure information.
• Completed bookings — Services with a recorded completion outcome and accountable owner.
• Shared booking files — Supporting documents designated for sharing within the agreed access rules.

Follow service completion and evidence and payment reconciliation.