Capstone Four: Playbook, Rituals, Metrics

In practice

The utility is not one of the book's six domains, so Priya writes a micro-playbook. Its decision things are the Service Disconnection and the Payment Arrangement, both Gold, because those are what customers dispute and the regulator audits. She traces each of the Disconnection's statuses to a section of the regulator's rules, which is how the medical-exemption status got its clear basis. Her two sentences for AI: it may draft notices, summarize account histories and prioritize call lists; it may never decide whether to disconnect or whether a household is protected. For the operating model, she assigns hats. She is steward for the Disconnection; a writer in the billing team edits the collections Packs; the test lead is matrix custodian; and the architect reviewing vendor tools becomes the AI Safety Lead, with time set aside. The four rituals follow. Object reviews for each Gold thing every six months; one question in the weekly change meeting; the feature gate for every AI proposal; and three lines in the definition of done for collections stories. For metrics, she tracks time to clarity for new officers, rework from misread things, and the override log for the payment-risk model.