Handover runbook

How officers run the resident issues list, and change it

Prepared for Example Shire Council · 13 October 2026

Operated byCoordinator, Customer Service
Versionv1.0 · 13 Oct 2026
Read this first ifYou are new to the system
Prepared byThe NTWRK delivery team
Runbook · resident issues

00Contents

  1. 01What you own2
  2. 02Who runs it3
  3. 03The weekly routine3
  4. 04Change a rule4
  5. 05What it still depends on4
  6. 06When something looks wrong5
  7. AAppendix A: definitions6
  8. BVersion history6

01What you own

Everything above is the Council’s: you can open it, change it and appoint someone else to run it.

Runbook · resident issues

02Who runs it

TaskWhoWhen
Review the Friday listCoordinator, Customer ServiceWeekly, Friday 10:00
Approve a rule changeManager, Community ServicesAs needed
Check the source records loadedCustomer service officerDaily, 09:00
Annual rule reviewManager, Community ServicesEach July, with the budget cycle

03The weekly routine

WhenDo thisWho
09:00Check the overnight load passedCustomer service officer
09:15Clear the held listCoordinator, Customer Service
Friday 10:00Read the Friday list before it goes to the agendaCoordinator, Customer Service

If the load failed, the held list is empty and the Friday list keeps the last good version. Nothing is lost.

Runbook · resident issues

04Change a rule

  1. Open the rule file in the repository and copy the rule you want to change.
  2. Edit the copy. Write one line saying why.
  3. Run the test set. It replays the last eight weeks of issues.
  4. Send the test report to the Manager, Community Services for approval.
  5. Publish. The previous version is kept, and a decision record is written.
Reverting takes one step: publish the previous version. The decision record notes who reverted and why.

05What it still depends on

The Council’s cloud environment: running costs continueA model provider, named in the scopeExports from the customer request systemThe survey tool export, weekly
Runbook · resident issues

06When something looks wrong

What you noticeWhat it meansWhat to do
The survey export did not loadThe Friday list shows the survey count as zeroCustomer service officer reloads the export; the list rebuilds
Ward boundaries changeIssues map to the old wardUpdate the ward table; run the test set
A rule ranks one issue type too highOfficers see the same type at the top three weeks runningThe Manager, Community Services reverts to the previous version, then changes the rule

Each fix above is written as a decision record, so the next person can trace it.

Runbook · resident issues

AAppendix A: definitions

TermDefinition
issueA matter a resident raises that asks the Council to act, from any channel
repeat reportA second or later report of the same issue at the same place within 60 days
heldAn issue the logic will not rank without an officer
wardOne of the four wards of Example Shire

BVersion history

VersionDateChangeApproved by
v1.013 Oct 2026Handover versionCoordinator, Customer Service