Develop delegation plan for Internal and External support handoff

[laneymangan]

• Step 1: Determine how they will divide up the workload
• Should we make little changes like if you respond from hello@, do not sign off with your name, use a more general signature like “Cal-ITP Customer Success”
• Step 2: Decide on any changes to be made to process and update SOP
• Fold OOS into this
• Step 3: Shadow you and/or you’re backup
• Step 4: handoff

[laneymangan]

Recommended hand-off plan

Week 1, w/o 8/11: Meeting: review process and discuss handoff (AM meeting on 8/11?)
Week 1, w/o 8/11: Meeting: Nina and Marie shadow Laney: ticket triage and update + review examples + FAQs
Week 2, w/o 8/18: If needed: second shadow meeting
Week 2, w/o 8/18: If above not needed: Nina/Marie take over, Laney provides regular support
Week 3, w/o 8/25: Nina/Marie take over, Laney provides regular support
Week 4, w/o 9/1: Nina/Marie fully responsible, Laney provides ad hoc support

Changes to be made

• Pipeline monitor will reply from hello@calitp.org with annonymous "Customer Success Team" signature

  • In certain situations, a personalized reply with pipeline monitors name may be helpful--use best judgement

• Add "Tickets" as a weekly agenda item to ensure pipeline monitor has a regular opportunity to ask questions/get support

To do

• Establish pipeline monitor schedule
• Good opportunity to start creating templated replies

[laneymangan]

@ninadinh-la @mariearaneta (@o-ram ) I created a draft hand-off plan above so we have a starting point--let me know if anyone has any feedback on the steps, changes to make, and timeline. Week 2-3 I kept a bit vague (ie if we want to have meetings or just async support) so let me know if you have thoughts!

[o-ram]

This looks good to me, but I defer to Nina and Marie on whether this feels helpful. I'll add this to our AM agenda for today and also open a placeholder github issue for SOP updates (i.e. updating to reflect the new email signature policy, etc) for when we are ready to do that!

[ninadinh-la]

Plan sounds good to me! @laneymangan

[mariearaneta]

Plan looks good to me @laneymangan My only thing is I will be offline 8/18, but I don't see that as a reason to change plans.