Capstone Two: The Pilot Plan

In practice

For days one to fifteen, Priya names the stakeholders: the collections manager, two collections officers, the customer-service lead, a compliance officer, the data architect, the test lead, and the engineer building a payment-risk model. The noun storm, run from the collections policy and old letters, gives an inventory of twenty-six things and a map with four zones. Five core things emerge, and three Gold candidates: the Service Disconnection, the Payment Arrangement and the Disconnection Notice. For days sixteen to forty, she drafts Gold Packs for the Disconnection and the Notice, and cards for creating, pausing and reversing a disconnection, and for generating the notice. Two review sessions with officers and the compliance officer together change the notice's timing rule. For days forty-one to sixty, she and the test lead build a matrix for the Service Disconnection, and the model engineer adds the payment-risk model as a row. For days sixty-one to ninety, every collections change goes through the matrix, and she tracks complaints, rework and onboarding time. Roles follow the book: Priya leads Packs and cards; the collections manager owns the Disconnection's purpose and risk; the data architect aligns definitions with the new module; the test lead derives tests from cards; and the utility's governance board approves changes to Gold things.