The catalogue AdministrationTravel & ExpenseTransactional

Service AD3B

Expense to Reimbursement

Runs transactional. Starts when a scheduled window opens. It runs 5,732 times a week across 6 stations. One of those stations stops for a person and 5 are done by an agent, 3 of them on the shared spine.

Runs a week

5,732

106 in flight right now.

Stations

1 person · 2 agent · 3 spine

Agent share of steps

83%

Autonomy on this service is set at 77% against a ceiling of 92%.

Decisions a person makes

Held by Director, Travel & Expense.

Touchless

86%

Share of runs that complete without anybody opening them.

Timetable against actual

18.1h

Actual 17.0h, 1.1h under the timetable.

Operations

The lane diagram

Read it left to right. more

Person1 station and 41% of the dwellAgent2 stations and 13% of the dwellShared spine3 stations and 46% of the dwell4 crossings between lanes

Human

decides

Agent

does the work

GBS

shared spine

System

attributed by rule

Group ERP — Financials

IT Service Management

Group ERP — Financials

Click any station to see who does it, what it costs in time, the rule that gates it and the system attributed to it.

Operations

Every station in order

The same stations as a list, with the dwell the estate records against each one and the system a station of that shape would touch.

#	Station	Lane	Who	Layer	Dwell	Target	In flight	System
1	Submit	Agent	Policy Check Agent	workflow	12m	23m	13	Group ERP — Financials
2	Extract receipts	GBS	Traveler Duty-of-Care Agent	gbs	1h 56m	2h 37m	23	Group ERP — Financials
3	Policy audit	GBS	Traveler Duty-of-Care Agent	gbs	1h 24m	3h 15m	12	Group ERP — Financials
4	Exception review Held for a named human when the unit exceeds the expense report decision envelope, when confidence falls below the floor, or when a policy clause is engaged.	Human	Director, Travel & Expense	policy	4h	7h 46m	5	Group ERP — Financials
5	Approve	Agent	Duplicate & Fraud Agent	workflow	1h 4m	1h 46m	21	IT Service Management
6	Reimburse Hands over at finance	GBS	Traveler Duty-of-Care Agent	gbs	1h 4m	1h 16m	32	Group ERP — Financials

Operations

Run it

Change the volume, move the autonomy line, release a gate, and watch what happens to the hours in each lane and to the time it takes one run to get through. more

Move something

Demand100%

5,732 a week is what the estate records. more

Decisions handed to agents0 of 0

This service has at most one gate, so there is nothing to hand over without removing the last human decision.

People on the gates656 people

Each one is assumed to have 2,100 productive minutes a week, which is 35 hours.

Agent speed100%

100% is the dwell the estate records today. more

Person time a week

22,928h

5,732 items at 240 minutes of decision each.

Agent time a week

32,481.3h

340 minutes an item, which does not compete for a person.

Gate load

100%

Inside capacity, with 32h of headroom.

Stations without a person

83%

1 gate left on 6 stations.

Where an item spends its time

41% waiting on a person

59% in the agent lane

An item now takes 580 minutes of worked time end to end against 580 in the recorded estate, a change of +0%. This is worked time, not calendar time: nothing here models a queue or a weekend.

What this model is, on Expense to Reimbursement

The simulation is arithmetic on the estate, not a queueing model. more

How it runs

Run it again, going wrong

The same unit and the same stations, broken the way the estate already records breaking. more

6 stations, walked twice

Once clean, once with the categories the estate counts

This is the same unit on the same stations, breaking. more

No break below was chosen. more

One play head, two tracks, the same scale. The clean run stops when it runs out of stations; the other one keeps going.

As written

6 stations, nothing waiting, nothing sent back

0 min of 9.7 hrs

now Submit · Policy Check Agent · 12 min

As the ledger has it

the same stations, plus 4 categories the estate already counts

0 min of 24 hrs

now Submit · Policy Check Agent · 12 min

personagentshared spinework the break addsnobody working it

What breaks, and where it is counted

No break below was chosen. more

What the two runs say together

4 counted categories land on this procedure. more

What this run cannot claim

These breaks are shown together on one unit so the shape of a bad day fits on one screen. more

The separation register records a duty conflict against a sub-function and a named post, not against one procedure. more

Two clocks run. Worked time is the sum of the time the work is actually being done … more

Live observability

Systems this service would touch

Attributed by rule from the function's system list. more

2 systems attributed

0 of 2 returning records

The system register

Group ERP — Financials

SAP S/4HANA · ledger · bidirectional · critical

modeled

5 of 6 stations attributed here · would write back

IT Service Management

ServiceNow ITSM · itsm · bidirectional · high

modeled

1 of 6 stations attributed here · would write back

System attribution is a rule, not a reading. more

Who runs it

Orchestration and accountability

Orchestrated by: Travel & Expense Orchestrator
That orchestrator’s remit: Owns expense report work end to end inside Administration. Runs 4 lines across 23 stations, drains the repeatable share into the S2P tower, and holds 3 human gates.
Accountable person: Director, Travel & Expense
Sub-function: Travel & Expense
Shared spine tower: s2p
Hand-over points: finance

Other services in this sub-function

3 alongside this one

Trip Request to BookingAD3A Duty of Care ResponseAD3C T&E Policy RefreshAD3D

What this page is and is not

This is a catalogue of the modeled estate. more