{
  "domain": "Tenant Service and Resolution",
  "status": "Proposed illustrative design",
  "readiness": "Not assessed",
  "scenarios": {
    "routine": {
      "title": "A routine service request",
      "intro": "A tenant reports a cooling issue. The proposed service keeps one case from intake through verified outcome.",
      "steps": [
        [
          "Tenant",
          "Explain once",
          "Share the issue, location and preferred contact. Identity and property access must be verified."
        ],
        [
          "Agent + rules",
          "Build the case context",
          "Retrieve permitted asset history and service policy; ask for missing details. Stop if evidence is incomplete."
        ],
        [
          "Agent",
          "Propose a service plan",
          "Suggest the next action from current evidence; record assumptions and the reason for the recommendation."
        ],
        [
          "Rules + authorized person",
          "Check authority",
          "Check service eligibility, spend and action scope. Route actions needing approval to the designated person."
        ],
        [
          "System + technician",
          "Coordinate and deliver",
          "Use authorized scheduling tools; record a confirmed receipt. A technician performs the repair."
        ],
        [
          "Tenant + case owner",
          "Verify the outcome",
          "Ask whether the issue is resolved. Unresolved work stays open or is escalated; silence alone is not satisfaction."
        ]
      ]
    },
    "repeat": {
      "title": "The same fault returns",
      "intro": "Repeated failure changes the plan. The service should use the earlier evidence rather than start another disconnected ticket.",
      "steps": [
        [
          "Tenant",
          "Report the recurring fault",
          "Link the report to the prior case and asset; confirm it is the same issue."
        ],
        [
          "Agent",
          "Assemble the history",
          "Retrieve repair receipts, symptoms and prior outcomes, showing missing or conflicting evidence."
        ],
        [
          "Specialist",
          "Review the cause",
          "A qualified specialist chooses diagnostic work; the agent supports evidence gathering."
        ],
        [
          "Authorized person",
          "Approve a revised plan",
          "Make repair/replacement and supplier decisions within the actual authority policy. Procurement supports supplier or spend needs."
        ],
        [
          "System + technician",
          "Execute and observe",
          "Coordinate the approved work and verify the result; reconcile uncertain tool actions before retrying."
        ],
        [
          "Domain owner",
          "Learn across cases",
          "Review recurring causes and supplier performance. Change policy or maintenance plans only through authorized decisions."
        ]
      ]
    },
    "urgent": {
      "title": "An urgent safety concern",
      "intro": "Emergency handling takes priority over routine AI planning. The exact response route must follow the property\u2019s approved safety procedure.",
      "steps": [
        [
          "Tenant / intake",
          "Signal urgent concern",
          "Urgent signals or uncertain safety risk reach the designated human safety response immediately."
        ],
        [
          "Safety lead",
          "Triage and direct response",
          "A responsible person directs emergency actions and qualified responders. AI cannot declare a situation safe."
        ],
        [
          "People",
          "Make the site safe",
          "Follow the approved emergency procedure; qualified people perform physical response and verification."
        ],
        [
          "Agent",
          "Prepare supporting context",
          "After immediate routing, gather permitted asset history and document events without delaying response."
        ],
        [
          "Qualified person",
          "Authorize return to service",
          "A qualified person confirms safe handover and the next operational steps."
        ],
        [
          "Case owner",
          "Review and follow up",
          "Document the incident and tenant outcome; unresolved risk remains visible and escalated."
        ]
      ]
    },
    "complaint": {
      "title": "A tenant disputes the resolution",
      "intro": "The service preserves an independent review and an appeal route. Sending a reply is different from reaching an accepted outcome.",
      "steps": [
        [
          "Tenant",
          "Challenge the outcome",
          "Capture the concern and requested remedy; preserve the earlier case history."
        ],
        [
          "Agent",
          "Prepare an evidence pack",
          "Summarize records with sources, distinguish allegations from verified facts and expose gaps."
        ],
        [
          "Independent reviewer",
          "Assess the complaint",
          "An appropriate person evaluates the evidence and fairness; the original agent does not decide its own appeal."
        ],
        [
          "Authorized person",
          "Decide the remedy",
          "Make compensation, responsibility and final-response decisions under approved authority."
        ],
        [
          "System + case owner",
          "Deliver and record",
          "Send only authorized communications; track the tenant response and promised corrective work."
        ],
        [
          "Reviewer + tenant",
          "Resolve or appeal",
          "Record accepted, unresolved or appealed status explicitly. Do not count every closed record as successful resolution."
        ]
      ]
    }
  },
  "capabilities": [
    {
      "ID": "C01",
      "Rewired alignment": "Business-led roadmap",
      "Capability": "Domain ownership and value",
      "Proposed owner role": "Accountable business owner",
      "Required deliverable": "Domain charter, boundaries, outcome tree and investment choices",
      "Readiness evidence": "Named owner accepts outcomes and decision authority",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C02",
      "Rewired alignment": "Business-led roadmap",
      "Capability": "Domain prioritization",
      "Proposed owner role": "Business sponsor",
      "Required deliverable": "Value/feasibility assessment with assumptions and evidence",
      "Readiness evidence": "Compare tenant service with other candidate domains before committing resources",
      "Current readiness": "Not assessed",
      "Priority": "Build and scale"
    },
    {
      "ID": "C03",
      "Rewired alignment": "Talent",
      "Capability": "Business and domain expertise",
      "Proposed owner role": "Domain lead",
      "Required deliverable": "Frontline experts with protected time and operational knowledge",
      "Readiness evidence": "Experts label cases, challenge designs and evaluate exceptions",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C04",
      "Rewired alignment": "Talent",
      "Capability": "Product, engineering and AI skills",
      "Proposed owner role": "Product and engineering leads",
      "Required deliverable": "Skills map covering process, integration, data, AI evaluation and operations",
      "Readiness evidence": "Team can build, test, operate and repair the service",
      "Current readiness": "Not assessed",
      "Priority": "Build and scale"
    },
    {
      "ID": "C05",
      "Rewired alignment": "Operating model",
      "Capability": "Outcome ownership and delivery team",
      "Proposed owner role": "Domain owner",
      "Required deliverable": "Persistent multidisciplinary team, shared backlog, decision rights and funding",
      "Readiness evidence": "Work can move across service/maintenance boundaries without unclear handoffs",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C06",
      "Rewired alignment": "Operating model",
      "Capability": "Human-agent work design",
      "Proposed owner role": "Operations lead",
      "Required deliverable": "Role descriptions, capacity plan, escalation and compensation/authority rules",
      "Readiness evidence": "People can take over with full context; staffing and service coverage are viable",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C07",
      "Rewired alignment": "Technology",
      "Capability": "Workflow and integration",
      "Proposed owner role": "Platform lead",
      "Required deliverable": "Approved case/work-order interfaces and authoritative state transitions",
      "Readiness evidence": "Contract tests prove correct permitted reads/writes and failure handling",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C08",
      "Rewired alignment": "Technology",
      "Capability": "Reusable agent platform",
      "Proposed owner role": "AI engineering lead",
      "Required deliverable": "Versioned retrieval, orchestration, model access, tools and configuration",
      "Readiness evidence": "Reusable components meet latency, reliability and cost requirements",
      "Current readiness": "Not assessed",
      "Priority": "Build and scale"
    },
    {
      "ID": "C09",
      "Rewired alignment": "Technology",
      "Capability": "Agent identity and action controls",
      "Proposed owner role": "Security and system owners",
      "Required deliverable": "Scoped identities, action policies, approvals and protected credentials",
      "Readiness evidence": "Cross-tenant access and unauthorized actions are denied in tests",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C10",
      "Rewired alignment": "Technology",
      "Capability": "Execution reliability",
      "Proposed owner role": "Engineering lead",
      "Required deliverable": "Durable state, action receipts, duplicate prevention, reconciliation and recovery",
      "Readiness evidence": "Timeout after a possible write cannot cause an unverified duplicate action",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C11",
      "Rewired alignment": "Data",
      "Capability": "Authoritative domain data",
      "Proposed owner role": "Data owner",
      "Required deliverable": "Tenant/property/asset/work-order relationships and record ownership",
      "Readiness evidence": "Representative cases link correctly; stale/missing evidence is detected",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C12",
      "Rewired alignment": "Data",
      "Capability": "Knowledge and unstructured evidence",
      "Proposed owner role": "Knowledge owner",
      "Required deliverable": "Approved policies, maintenance history, source provenance and update process",
      "Readiness evidence": "Retrieval finds relevant current evidence and cites its source",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C13",
      "Rewired alignment": "Data",
      "Capability": "Access and information lifecycle",
      "Proposed owner role": "Data steward",
      "Required deliverable": "Purpose-based access, retention and evidence handling rules",
      "Readiness evidence": "Access and deletion/retention behavior match approved policies",
      "Current readiness": "Not assessed",
      "Priority": "Build and scale"
    },
    {
      "ID": "C14",
      "Rewired alignment": "Adoption and scaling",
      "Capability": "Frontline adoption and takeover",
      "Proposed owner role": "Service lead",
      "Required deliverable": "Training, revised standard work, user involvement and feedback channels",
      "Readiness evidence": "Staff can handle exceptions using a case summary and action history",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C15",
      "Rewired alignment": "Adoption and scaling",
      "Capability": "Business performance measurement",
      "Proposed owner role": "Domain owner and finance",
      "Required deliverable": "Baseline definitions, benefits ledger, operating cost and service measures",
      "Readiness evidence": "Measured benefits are attributable and capacity release is separated from cash savings",
      "Current readiness": "Not assessed",
      "Priority": "Build and scale"
    },
    {
      "ID": "C16",
      "Rewired alignment": "Adoption and scaling",
      "Capability": "Expansion and localization",
      "Proposed owner role": "Product owner",
      "Required deliverable": "Reusable rollout package and property/site-specific configuration",
      "Readiness evidence": "A second location can adopt without duplicating the platform or breaking policies",
      "Current readiness": "Not assessed",
      "Priority": "Build and scale"
    },
    {
      "ID": "C17",
      "Rewired alignment": "Cross-cutting governance",
      "Capability": "Evaluation and observability",
      "Proposed owner role": "Quality lead with frontline experts",
      "Required deliverable": "Gold-standard cases, workflow traces, quality tests and incident alerts",
      "Readiness evidence": "Business outcomes, retrieval, tool use, escalation and failure modes are assessed",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    },
    {
      "ID": "C18",
      "Rewired alignment": "Cross-cutting governance",
      "Capability": "Agent lifecycle and operational control",
      "Proposed owner role": "Operations and risk owners",
      "Required deliverable": "Release/version register, monitoring, incident response, stop and rollback process",
      "Readiness evidence": "A faulty version can be stopped and outstanding cases handed to people safely",
      "Current readiness": "Not assessed",
      "Priority": "Foundation"
    }
  ]
}