Delivery and actions

After an independent decision, the operator follows the work needed to deliver the service response. A case can hold a delivery reference and completed date. An assigned action has a title, due date, status, assignee and resolution, so a return or correction has a named next step. The case status distinguishes a decided application from a delivered one. Staff should only mark delivery when the result reference and the responsible action are understandable to the next person reading the case.

Execution attempts record an operation key, attempt number, timing, provider reference and failure reason. They help the team distinguish a confirmed result from an attempt whose status is failed or unknown. The operation run and its steps give further traceability for each action. The Cases Workspace shows these alongside case history, so the operator can inspect the current state before repeating a delivery step.

• Assigned work. Actions identify who owes the next correction or request and when.
• Delivery reference. The case retains the result used to confirm its completion.
• Attempt trace. Each execution attempt has a status and provider reference for reconciliation.

Agree what a delivery reference represents for each service and who can confirm it. Define the external source of a result if delivery depends on another system. Decide how staff reconcile a failed or uncertain attempt before initiating another. Agree when a returned review becomes an action, how its assignee is chosen and what resolution closes it. A completed action is evidence of work done; it is not itself a reviewer approval.

The team should keep the operation key stable for repeated attempts at the same intended action. A different attempt number can distinguish retries, while the provider reference ties the recorded outcome to the external response. Where a response remains unknown, name who checks it and where the result is obtained.

A reviewer approves a service request. The operator initiates its delivery action, but the first attempt fails and records a failure reason. The operator checks the provider reference and creates an assigned action to resolve the cause. After that work, another attempt succeeds with a result reference. The case is marked delivered with its delivery reference and completed date. A colleague opening it later can see why there were two attempts and which result was treated as final.

Rehearse an attempt with unknown status as well. The operator should inspect the external result before repeating the work, because another local attempt might produce a duplicate response. Rehearse a returned case with an overdue action and show how its owner and resolution remain visible.

• Open assigned actions — Outstanding work by assignee, due date and status.
• Failed execution attempts — Attempts needing investigation before another try.
• Delivered cases — Completed applications with delivery references.

• Delivery and exception resolution follows the result and its exceptions.