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.

DRAFT - SUMMARY OF THE SERVICE REQUEST PROCEDURE
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Prepared by: Intake team (draft for review) · Date: September 29, 2026 · Status: NOT REVIEWED

This one-page summary is intended to help new Resident Services staff understand Service Request Procedure SR-100. Please review before it is shared.

Key points
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  1. Residents submit service requests through the online portal, and requests must be written in English.
  2. Every request receives a tracking number at intake.
  3. Staff acknowledge every non-emergency request within 1 business day.
  4. Emergency requests are handled within 3 business days.
  5. Non-emergency requests must receive a response within 10 business days.
  6. Any staff member may extend a deadline by up to 10 additional business days if a site visit is needed.
  7. Requests that are not resolved within 10 business days are automatically escalated to the Division Manager.
  8. Duplicate requests are rejected so staff can focus on new issues.
  9. Requests received on holidays are processed on the next business day.
  10. Request records are retained for 3 years after closing.
  11. Following this procedure guarantees that every request is resolved within 5 business days.
  12. Changes to deadlines require a written revision approved by the Department Director.
Questions? Contact the Intake Lead.
