Standard operating procedures · Administration
The Administration procedure manual
37 written procedures across 11 teams, made of 216 numbered steps. 29 of those steps are a person deciding and 187 are agent work … more
Procedures
37
Median 6 steps long.
Numbered steps
216
Every one carries exactly one actor.
Decision points
29
13% of this function's steps stop for a person.
Agent steps
187
32 of them on the shared spine.
Named agents
111
Registered against the teams inside this function.
Units a week
98,948
Across every procedure in this manual.
Who this manual belongs to
Accountability above the procedures
Accountable
Chief Administrative Officer
The end of the escalation path for every procedure in this manual. more
Chief of staff
Administration Chief of Staff
Holds the operating rhythm of the function: the cadence these procedures are reviewed on and the queue of changes waiting to be made to them.
Autonomy across this function
73% now · 84% target
This is the function’s declared autonomy, not a reading taken from the procedures. Measured off the procedures themselves, 87% of the steps in this manual run without a person. The two are different questions and they do not have to agree.
The service level
Service request fulfillment
cycle-time · target 48 hrs · Rolling 30 days, 90th percentile
Attainment is 97.7% against a target of 48 hrs.
Request raised to fulfillment confirmed.
Governance gates on this function
4 declared
These are rules about the function as a whole, not about one procedure. more
| Gate | What trips it | Who releases it | Clock | Waivable |
|---|---|---|---|---|
Travel above $5,000 approval | Any itinerary exceeding $5,000 in total cost | Function leader | 1 business day | No |
Security-sensitive itinerary approval | Travel to any listed destination or any executive protection requirement | Security and Chief Administrative Officer | 2 business days | No |
Records disposition approval | Any deletion, destruction or retention-period change | Records officer and Legal | 5 business days | No |
Executive calendar displacement escalation | Any change that displaces an existing external commitment | Executive assistant | 2 hours | No |
Run any procedure in this manual
37 to choose from
This is a run, not a forecast. One unit enters the procedure and is walked station by station in the recorded order, each station taking exactly the dwell the estate records for it, held by whoever the estate says holds it. The clock you watch is worked time: the sum of the time the work is actually being done. Pick a procedure on the left and press run. Happy means nothing goes wrong: no station raises an exception, no gate sends the unit back, no rework loop fires and nothing sits in a queue between stations. Viable means the path is the one the estate already permits: the lanes are the recorded lanes, every decision that stops for a person still stops for that person, and no step is moved unless the owning team has autonomy ceiling left to cover it. It is a floor for how fast this procedure can go while staying inside its own rules, not a promise about any particular Tuesday.
Nothing has happened yet. more
- The lanes are the recorded lanes. 1 of the 5 stations stop for a person and every one of them still does on this run.
- Every one of the 1 decision is still taken by the person who holds it. The happy path is that each one is released first time, not that it is skipped.
- The owning team is held to a 60% autonomy ceiling and this run sits at 55% unattended, inside it.
- 2 systems are attributed across the stations, and 0 of them are connected. Nothing in this run has been watched executing against a real system of record.
One decision, held by Director, Business Continuity. more
- 04 Review — The last decision on the line. Something on every procedure ends with a person, so this one is never offered.
This is a run, not a forecast. more
Happy means nothing goes wrong: no station raises an exception, no gate sends the unit back, no rework loop fires and nothing sits in a queue between stations. more
The second clock is the allowance. more
A decision may be handed to the agent lane only if two things hold … more
The run reads the station rows only. more
What this run does not model: arrival patterns, contention between procedures for the same person, shift patterns, weekends, learning curves, and the cost of anything. more
Facilities & Workplace
4 procedures · 24 steps · 2 decisions
Runs the line
Workplace Operations Orchestrator
Accountable
Director, Workplace Services
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns work order work end to end inside Administration. more
Why the ceiling sits there
Work orders are deterministic and heavily instrumented. more
The 2 rules every procedure in this team runs inside
Facilities & Workplace Decision Envelope
under reviewAD1-POL-200 · Envelope · v5.4 · approved by Director, Workplace Services
Agents in this lane may act without a human when the work order sits inside the stated value, risk and confidence envelope. more
Facilities & Workplace Evidence Standard
activeAD1-POL-201 · Evidence · v5.0 · approved by Director, Workplace Services
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD1A | Work Order to CloseT | 7 | 0 | 100% | 6,703 | ||
| AD1B | Preventive Maintenance CycleT | 5 | 0 | 100% | 3,426 | ||
| AD1C | Space ReallocationA | 6 | 1 | 83% | 43 | ||
| AD1D | Workplace Model PositionJ | 6 | 1 | 83% | 1 |
Real Estate Portfolio
3 procedures · 21 steps · 3 decisions
Runs the line
Portfolio Orchestrator
Accountable
VP Corporate Real Estate
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns lease event work end to end inside Administration. more
Why the ceiling sits there
Multi-year capital commitments. Agents can abstract every lease and model every option, but signing a fifteen-year obligation is not delegable to a model.
The 2 rules every procedure in this team runs inside
Real Estate Portfolio Decision Envelope
activeAD2-POL-200 · Envelope · v4.4 · approved by VP Corporate Real Estate
Agents in this lane may act without a human when the lease event sits inside the stated value, risk and confidence envelope. more
Real Estate Portfolio Evidence Standard
supersededAD2-POL-201 · Evidence · v2.9 · approved by VP Corporate Real Estate
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD2A | Lease Event to DecisionA | 8 | 1 | 88% | 63 | ||
| AD2B | Portfolio ReviewA | 6 | 1 | 83% | 39 | ||
| AD2C | Site Selection PositionJ | 7 | 1 | 86% | 3 |
Travel & Expense
4 procedures · 23 steps · 3 decisions
Runs the line
Travel & Expense Orchestrator
Accountable
Director, Travel & Expense
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns expense report work end to end inside Administration. more
Why the ceiling sits there
The single most automatable process in Administration. more
The 3 rules every procedure in this team runs inside
Travel & Expense Decision Envelope
activeAD3-POL-200 · Envelope · v1.3 · approved by Director, Travel & Expense
Agents in this lane may act without a human when the expense report sits inside the stated value, risk and confidence envelope. more
Travel & Expense Evidence Standard
activeAD3-POL-201 · Evidence · v3.3 · approved by Director, Travel & Expense
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Travel & Expense Escalation Rule
activeAD3-POL-202 · Escalation · v1.5 · approved by Director, Travel & Expense
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD3A | Trip Request to BookingT | 6 | 1 | 83% | 2,540 | ||
| AD3B | Expense to ReimbursementT | 6 | 1 | 83% | 5,732 | ||
| AD3C | Duty of Care ResponseT | 5 | 0 | 100% | 2,839 | ||
| AD3D | T&E Policy RefreshJ | 6 | 1 | 83% | 3 |
Executive Support
3 procedures · 18 steps · 1 decisions
Runs the line
Executive Support Orchestrator
Accountable
Chief of Staff, Corporate
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns executive request work end to end inside Administration. more
Why the ceiling sits there
Scheduling and briefing prep are near-fully agentic. more
The 2 rules every procedure in this team runs inside
Executive Support Decision Envelope
activeAD4-POL-200 · Envelope · v4.1 · approved by Chief of Staff, Corporate
Agents in this lane may act without a human when the executive request sits inside the stated value, risk and confidence envelope. more
Executive Support Evidence Standard
activeAD4-POL-201 · Evidence · v4.1 · approved by Chief of Staff, Corporate
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD4A | Meeting to OutcomeT | 7 | 0 | 100% | 7,551 | ||
| AD4B | Correspondence TriageT | 6 | 1 | 83% | 4,287 | ||
| AD4C | Executive TravelT | 5 | 0 | 100% | 2,016 |
Meetings & Events
3 procedures · 17 steps · 2 decisions
Runs the line
Events Orchestrator
Accountable
Director, Corporate Events
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns event work end to end inside Administration. more
Why the ceiling sits there
Sourcing, registration and reconciliation run agentic. more
The 3 rules every procedure in this team runs inside
Meetings & Events Decision Envelope
activeAD5-POL-200 · Envelope · v4.0 · approved by Director, Corporate Events
Agents in this lane may act without a human when the event sits inside the stated value, risk and confidence envelope. more
Meetings & Events Evidence Standard
activeAD5-POL-201 · Evidence · v4.8 · approved by Director, Corporate Events
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Meetings & Events Escalation Rule
activeAD5-POL-202 · Escalation · v5.4 · approved by Director, Corporate Events
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD5A | Event Brief to DeliveryT | 8 | 1 | 88% | 3,605 | ||
| AD5B | Internal Meeting ProgramT | 5 | 0 | 100% | 6,268 | ||
| AD5C | Event Portfolio ReviewA | 4 | 1 | 75% | 78 |
Records & Information Management
4 procedures · 23 steps · 5 decisions
Runs the line
Records Orchestrator
Accountable
Chief Records Officer
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns record set work end to end inside Administration. more
Why the ceiling sits there
Classification and retention are automatable. more
The 4 rules every procedure in this team runs inside
Records & Information Management Decision Envelope
activeAD6-POL-200 · Envelope · v2.4 · approved by Chief Records Officer
Agents in this lane may act without a human when the record set sits inside the stated value, risk and confidence envelope. more
Records & Information Management Evidence Standard
activeAD6-POL-201 · Evidence · v5.1 · approved by Chief Records Officer
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Records & Information Management Escalation Rule
activeAD6-POL-202 · Escalation · v1.0 · approved by Chief Records Officer
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Records & Information Management Autonomy Ceiling
activeAD6-POL-203 · Ceiling · v5.1 · approved by Chief Records Officer
The ceiling for this lane is 68 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD6A | Classify to DisposeT | 7 | 2 | 71% | 2,484 | ||
| AD6B | Legal Hold ApplicationT | 5 | 1 | 80% | 2,514 | ||
| AD6C | Subject Access RequestT | 5 | 1 | 80% | 6,847 | ||
| AD6D | Governance PositionJ | 6 | 1 | 83% | 2 |
Fleet & Assets
3 procedures · 16 steps · 2 decisions
Runs the line
Fleet & Asset Orchestrator
Accountable
Director, Fleet & Assets
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns asset work end to end inside Administration. more
Why the ceiling sits there
Register, utilization and scheduled maintenance are sensor-driven. more
The 2 rules every procedure in this team runs inside
Fleet & Assets Decision Envelope
activeAD7-POL-200 · Envelope · v3.3 · approved by Director, Fleet & Assets
Agents in this lane may act without a human when the asset sits inside the stated value, risk and confidence envelope. more
Fleet & Assets Evidence Standard
activeAD7-POL-201 · Evidence · v1.6 · approved by Director, Fleet & Assets
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD7A | Asset Acquisition to RegisterT | 6 | 1 | 83% | 1,775 | ||
| AD7B | Maintenance CycleT | 5 | 0 | 100% | 2,909 | ||
| AD7C | Disposal & Write-offT | 5 | 1 | 80% | 5,685 |
Environment Health & Safety
3 procedures · 19 steps · 3 decisions
Runs the line
EHS Orchestrator
Accountable
Head of EHS
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns safety case work end to end inside Administration. more
Why the ceiling sits there
Deliberately the lowest ceiling in Administration. more
The 4 rules every procedure in this team runs inside
Environment Health & Safety Decision Envelope
under reviewAD8-POL-200 · Envelope · v4.0 · approved by Head of EHS
Agents in this lane may act without a human when the safety case sits inside the stated value, risk and confidence envelope. more
Environment Health & Safety Evidence Standard
activeAD8-POL-201 · Evidence · v1.1 · approved by Head of EHS
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Environment Health & Safety Escalation Rule
activeAD8-POL-202 · Escalation · v4.3 · approved by Head of EHS
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Environment Health & Safety Autonomy Ceiling
activeAD8-POL-203 · Ceiling · v5.7 · approved by Head of EHS
The ceiling for this lane is 54 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD8A | Incident to ClosureT | 8 | 2 | 75% | 7,155 | ||
| AD8B | Inspection ProgramT | 5 | 0 | 100% | 1,326 | ||
| AD8C | Safety Doctrine ReviewJ | 6 | 1 | 83% | 1 |
Business Continuity
4 procedures · 22 steps · 5 decisions
Runs the line
Continuity Orchestrator
Accountable
Director, Business Continuity
Layers in play
strategy · policy · observe · workflow
That team’s remit
Owns continuity plan work end to end inside Administration. more
Why the ceiling sits there
Plans and exercises are agentic. more
The 3 rules every procedure in this team runs inside
Business Continuity Decision Envelope
activeAD9-POL-200 · Envelope · v2.5 · approved by Director, Business Continuity
Agents in this lane may act without a human when the continuity plan sits inside the stated value, risk and confidence envelope. more
Business Continuity Evidence Standard
under reviewAD9-POL-201 · Evidence · v5.5 · approved by Director, Business Continuity
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Business Continuity Escalation Rule
activeAD9-POL-202 · Escalation · v2.0 · approved by Director, Business Continuity
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD9A | Plan Refresh CycleA | 5 | 1 | 80% | 34 | ||
| AD9B | Exercise to FindingsA | 5 | 1 | 80% | 54 | ||
| AD9C | Live Disruption ResponseT | 6 | 2 | 67% | 6,013 | ||
| AD9D | Resilience PositionJ | 6 | 1 | 83% | 5 |
Corporate Services
3 procedures · 17 steps · 2 decisions
Runs the line
Corporate Services Orchestrator
Accountable
Director, Corporate Services
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns service request work end to end inside Administration. more
Why the ceiling sits there
Catalog-driven requests with clear service definitions. more
The 2 rules every procedure in this team runs inside
Corporate Services Decision Envelope
activeAD10-POL-200 · Envelope · v5.1 · approved by Director, Corporate Services
Agents in this lane may act without a human when the service request sits inside the stated value, risk and confidence envelope. more
Corporate Services Evidence Standard
activeAD10-POL-201 · Evidence · v4.3 · approved by Director, Corporate Services
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD10A | Service Request to FulfillmentT | 6 | 0 | 100% | 7,062 | ||
| AD10B | Supplier Performance ReviewA | 5 | 1 | 80% | 74 | ||
| AD10C | Corporate Services Model PositionJ | 6 | 1 | 83% | 1 |
Hospitality & Reception
3 procedures · 16 steps · 1 decisions
Runs the line
Hospitality Orchestrator
Accountable
Manager, Hospitality Services
Layers in play
strategy · policy · observe · workflow · gbs
That team’s remit
Owns visit work end to end inside Administration. more
Why the ceiling sits there
Pre-registration, booking and catering are transactional. more
The 4 rules every procedure in this team runs inside
Hospitality & Reception Decision Envelope
supersededAD11-POL-200 · Envelope · v3.5 · approved by Manager, Hospitality Services
Agents in this lane may act without a human when the visit sits inside the stated value, risk and confidence envelope. more
Hospitality & Reception Evidence Standard
activeAD11-POL-201 · Evidence · v2.7 · approved by Manager, Hospitality Services
Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. more
Hospitality & Reception Escalation Rule
activeAD11-POL-202 · Escalation · v4.2 · approved by Manager, Hospitality Services
Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. more
Hospitality & Reception Autonomy Ceiling
activeAD11-POL-203 · Ceiling · v1.0 · approved by Manager, Hospitality Services
The ceiling for this lane is 90 on the platform scale. more
| Code | Procedure | Steps | Decisions | Who does the work | Agent % | A week | |
|---|---|---|---|---|---|---|---|
| AD11A | Visitor ArrivalT | 6 | 1 | 83% | 5,806 | ||
| AD11B | Room & Catering RequestT | 6 | 0 | 100% | 1,539 | ||
| AD11C | Front-of-House CoverageT | 4 | 0 | 100% | 2,465 |
Where this manual comes from
Nobody wrote these procedures. more
What it cannot claim
The twenty-four controls and eighteen exception classes in this platform are held at estate level … more
These procedures describe the modeled estate. more
Actions
What is waiting on a person
What a single function manual is for, and the three things worth checking the moment you open one.
governing rules bind the teams inside these functions
Every team carries between two and four rules covering evidence, envelope, escalation and ceiling. 395 are active. more
governance gates are declared across the function estate
A governance gate is a rule about the function, not about a single procedure: a threshold, a named approver and a clock. more
points separate the most and least agent-run function, Customer Service and Legal
Customer Service runs 90% of its steps without a person and Legal runs 76%. The gap is not a target and not a failing … more
Operations
What this desk is allowed to start
A surface that only reports is not operable. more
Trigger and bound
A function manual gathers every procedure the function owns, grouped by the team that runs it, with the orchestrator, the accountable human, the autonomy ceiling and the governing rules printed against each team. more
Live observability
What the record shows right now
How the manuals differ in size, by number of written procedures. more
Current distribution
211 procedures
Is policy and strategy coming to fruition
Whether the written intent is holding here
Holding on structure, not on assurance. more
Not holding on the record
Every manual is complete: 475 procedures with nothing unassigned, 154 teams each carrying an orchestrator and a named accountable human, and every step attributed to a lane. more