Learn to choose a business focus using need, delivery effort, and capability, define service boundaries, and review a trial through actual request records.
Choose a focus using customer need, delivery cost, and actual capability. Scope can be adjusted without accepting every request or committing everything to one product.
Define provided and declined work from current records and test the focus over a set period.
Record requests, effort, and follow-up. GOV.UK’s discovery investigates problems to inform what should be built. (GOV.UK: Discovery)
Assess deliverable work alongside request volume.
State included and additional work, estimating cost and capabilities for new requests.
Define a trial period and review date rather than leaving scope indefinitely fixed.
Record completions, effort, and declined requests. Repair explanations that fail to reach relevant people.
Publish actual service scope and intake boundaries.
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A: Define scope from need, cost, and capability.
A: Compare request volume with delivery effort.
A: Estimate capability and cost before deciding exceptions.
A: Use completions, effort, and declined requests.
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