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.

SERVICE REQUEST IMPROVEMENT PROJECT - STATUS NOTES
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Project sponsor: Malcolm Treadwell, Deputy Director · Project lead: Jordan Ekwueme · Status as of October 2, 2026


Project purpose
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Reduce the service-request backlog and shorten the time residents wait for a response, without reducing service quality or fairness, and bring practice into line with Procedure SR-100 Rev. 3 (5-business-day response deadline).

Current status
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The project is in Phase 2 of 3 (Design). Phase 1 (Diagnosis) closed on August 29, 2026, with the executive brief. Phase 2 is on schedule. Phase 3 (Pilot) is planned for November 2026 through January 2027, subject to Director approval.

Confirmed decisions (approved by the project sponsor)
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  - Decision 1 (Sept 8): Publish a weekly backlog report to all unit supervisors starting October 5, 2026.
  - Decision 2 (Sept 22): Design the pilot around a single intake triage step staffed by the Intake team.

Unresolved questions
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  - Whether to add Saturday intake hours during the pilot (proposed by the Intake Lead; not decided).
  - Whether the Unit Supervisor can delegate extension approvals to senior staff (requires a procedure revision; not decided).
  - How first-contact resolution should be defined for reporting (two definitions in use).

Risks
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  - Four of 22 Resident Services positions are vacant.
  - August data are incomplete because of the case-system migration.

Next milestone
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Pilot design review with the Deputy Director, target date October 27, 2026 (target, not a commitment).
