FICTIONAL TRAINING FILE - The City of Fernhollow, its staff, residents and data are invented for the CPS HR Microsoft 365 Copilot workshop. Do not use real work data. Subject: Response deadline for non-emergency requests - what do we tell staff? Messages: 40 (oldest first) --- Message 1 --- From: Tomas Brightwater Sent: Sep 14, 2026 8:12 AM Hi all - new intake staff keep asking me what the response deadline is for non-emergency requests. Can we agree on one answer for the training sheet? --- Message 2 --- From: Priya Halvorsen Sent: Sep 14, 2026 8:40 AM Good question. Let's settle it here so everyone uses the same language. --- Message 3 --- From: Wen Calloway Sent: Sep 14, 2026 9:05 AM For what it's worth, the dashboard still measures against the old target. --- Message 4 --- From: Jordan Ekwueme Sent: Sep 14, 2026 9:30 AM Which document is the training sheet based on? I'd like to check the source. --- Message 5 --- From: Tomas Brightwater Sent: Sep 14, 2026 10:02 AM The old training sheet from 2024. --- Message 6 --- From: Priya Halvorsen Sent: Sep 14, 2026 10:15 AM Then the answer is 10 business days. That's what we've always used, so let's put 10 business days on the sheet. --- Message 7 --- From: Beatriz Nakamura-Holt Sent: Sep 14, 2026 11:20 AM I can add the deadline to the resident-facing FAQ once we confirm it. --- Message 8 --- From: Sam Okafor-Lindqvist Sent: Sep 14, 2026 1:45 PM Note: the portal auto-reply also says 10 business days. Changing it takes about a week of lead time. --- Message 9 --- From: Tomas Brightwater Sent: Sep 15, 2026 7:58 AM Thanks. I'll draft the training sheet with 10 days. --- Message 10 --- From: Jordan Ekwueme Sent: Sep 15, 2026 8:30 AM Before we print anything, can someone confirm against SR-100? I thought there was a revision this summer. --- Message 11 --- From: Wen Calloway Sent: Sep 15, 2026 9:12 AM I don't have the current SR-100 handy. --- Message 12 --- From: Priya Halvorsen Sent: Sep 15, 2026 9:40 AM I'll look when I can. Busy week. --- Message 13 --- From: Beatriz Nakamura-Holt Sent: Sep 15, 2026 2:10 PM Holding the FAQ update until we hear back. --- Message 14 --- From: Tomas Brightwater Sent: Sep 16, 2026 8:05 AM Also - are we counting from the day we receive the request or the day after? --- Message 15 --- From: Wen Calloway Sent: Sep 16, 2026 8:22 AM The dashboard counts from the day after receipt. --- Message 16 --- From: Jordan Ekwueme Sent: Sep 16, 2026 8:50 AM SR-100 says 'of receipt.' We may need to align the dashboard. Open question. --- Message 17 --- From: Malcolm Treadwell Sent: Sep 16, 2026 10:30 AM Adding myself. Let's not change anything resident-facing until this is sorted. --- Message 18 --- From: Sam Okafor-Lindqvist Sent: Sep 16, 2026 11:00 AM Understood. Auto-reply stays as-is for now. --- Message 19 --- From: Tomas Brightwater Sent: Sep 17, 2026 9:15 AM Do holidays count as business days? Staff asked about requests that come in on Labor Day weekend. --- Message 20 --- From: Priya Halvorsen Sent: Sep 17, 2026 9:45 AM I think we just process them the next business day, but I'm not sure that's written anywhere. --- Message 21 --- From: Jordan Ekwueme Sent: Sep 17, 2026 10:05 AM SR-100 defines business days as days City offices are open. It doesn't say anything specific about holidays beyond that. Open question. --- Message 22 --- From: Odessa Pringle Sent: Sep 17, 2026 1:20 PM Joining late. Escalations are coming to me without supervisor review. Can we remind staff of the escalation step? --- Message 23 --- From: Priya Halvorsen Sent: Sep 17, 2026 2:00 PM Agreed - escalations should come through me first. --- Message 24 --- From: Beatriz Nakamura-Holt Sent: Sep 18, 2026 8:30 AM Could someone own the reminder about escalations? I can format it but shouldn't be the sender. --- Message 25 --- From: Tomas Brightwater Sent: Sep 18, 2026 9:10 AM I could maybe draft it next week if nobody else does. --- Message 26 --- From: Wen Calloway Sent: Sep 18, 2026 10:00 AM Separate issue: I'd like to change the dashboard to show the share of requests answered within the deadline. --- Message 27 --- From: Malcolm Treadwell Sent: Sep 18, 2026 11:40 AM Wen, that's a good idea - put together a proposal and we'll discuss at the working group. --- Message 28 --- From: Tomas Brightwater Sent: Sep 21, 2026 8:00 AM Training sheet draft attached (10 business days). Comments by Thursday? --- Message 29 --- From: Jordan Ekwueme Sent: Sep 21, 2026 8:45 AM Please hold - still not confirmed against SR-100. --- Message 30 --- From: Sam Okafor-Lindqvist Sent: Sep 21, 2026 9:30 AM Also flagging: the portal FAQ page and auto-reply would both need updates. --- Message 31 --- From: Beatriz Nakamura-Holt Sent: Sep 22, 2026 10:15 AM I disagree with listing any number on the FAQ until the Director's office confirms. Residents screenshot these. --- Message 32 --- From: Tomas Brightwater Sent: Sep 22, 2026 11:00 AM Fair point, Beatriz. --- Message 33 --- From: Odessa Pringle Sent: Sep 23, 2026 9:05 AM Any update on the deadline? My staff are asking too. --- Message 34 --- From: Priya Halvorsen Sent: Sep 23, 2026 3:30 PM Found it. SR-100 Revision 3, effective July 1, 2026, signed by the Director, changed the non- emergency response deadline from 10 to 5 business days (Section 5.2). So the answer is 5 business days, not 10. Sorry for the confusion earlier. Tomas, please update the training sheet to 5. --- Message 35 --- From: Tomas Brightwater Sent: Sep 23, 2026 4:02 PM Will do - updating the training sheet to 5 business days. --- Message 36 --- From: Wen Calloway Sent: Sep 24, 2026 8:15 AM Then the dashboard target is wrong. I'll need someone to approve changing it. --- Message 37 --- From: Jordan Ekwueme Sent: Sep 24, 2026 9:00 AM Thanks, Priya. Still open: counting from day of receipt vs. day after, and holidays. --- Message 38 --- From: Malcolm Treadwell Sent: Sep 25, 2026 4:45 PM Team - heads up. Given staffing, I plan to move the non-emergency response deadline to 7 business days starting November 1. I'll get this in front of the Director. Please start planning around 7. --- Message 39 --- From: Beatriz Nakamura-Holt Sent: Sep 28, 2026 9:20 AM Should the FAQ say 5 or 7? I don't want to publish something that changes in a month. --- Message 40 --- From: Priya Halvorsen Sent: Sep 28, 2026 10:05 AM Until a revision to SR-100 is signed, the procedure says 5. I'd keep the FAQ and training sheet at 5 and note that a change has been proposed. Can someone confirm with the Director's office whether a revision is in progress?