Layer 2
L2Objectives
Business change goals. Each Objective is bound to a scope of the org model and produces multiple Scenarios — one is chosen and signed off.
Cut claims cycle time by 30%
Claims OrgUnit — intake through adjudication · sponsor Yuki Tanaka (VP Customer Success)
activetarget 30 Sept 2026
Scenarios drafted
3
Balanced chosen
Cost range
£207k – £738k
committed: £400k
Delivery range
1.9 mo – 7.5 mo
committed: 3.7 mo
Fast: triage agent only★ Balanced: triage + L1 copilotDeep: terraform claims end-to-end
Reduce dispatch exception MTTR by 50%
Dispatch & Route Planning · sponsor Daniel Achebe (COO)
activetarget 15 Aug 2026
Scenarios drafted
3
Exception coach (assisted) chosen
Cost range
£154k – £574k
committed: £154k
Delivery range
1.6 mo – 6.5 mo
committed: 1.6 mo
★ Exception coach (assisted)Auto-resolver (supervised-autonomous)Resequencer (terraformed)
Lift renewal rate by 8 pts via AI account briefings
Customer Success — renewals · sponsor Yuki Tanaka (VP Customer Success)
drafttarget 31 Jan 2027
Scenarios drafted
2
no choice yet
Cost range
£96k – £244k
Delivery range
1.4 mo – 3.3 mo
Account-briefing coachAutonomous prep + recommendation