Owner: Account Lead
Contributors: Head of Delivery (HoD) — review authority + technical support ·
Project Manager (PM) — reachback coordination + board monitoring ·
AIe / Embedded Specialist — delivery + weekly reporting ·
CEO — conditional (Add-On clients + escalation only)
Department: D4 — Delivery
Entity: PrivateAI
Status: v0.9 · Reviewing
Version: 0.9 | Last updated: 2026-07-18
What this workflow does: REMAP embeds a vetted AI Specialist (AIe) inside the
client's team for a monthly engagement — full-time (40 hrs/week) or fractional
(20 hrs/week) — delivering AI implementation, automations, agent builds, and team
enablement under PrivateAI's oversight and Panel backing. The delivery cycle runs
as: Propose → Specify → Validate → Go-ahead → Build & demo.
What triggers it: A signed AIe placement with a confirmed engagement start date,
following CS-01b (AIe Client Onboarding) and CS-02 kickoff scheduling. Kickoff call
within the first 3 business days.
What it produces: A week-1 tangible artifact, an AIe Engagement Plan, weekly
stand-up logs, weekly client reports, and milestone reviews (Day 7, Day 30, monthly,
quarterly).
Why it matters: This is the core delivery mechanism for AIe Placement revenue.
Proving value early (week 1), sustaining trust through transparent weekly reporting,
and protecting margin via disciplined hours/reachback governance and escalation
handling.
CEO involvement — conditional only. CEO joins monthly check-ins and
Quarterly Pathway reviews only for clients subscribed to the AI Adoption
Pathway Add-on. CEO joins Critical escalations only. No day-to-day involvement
otherwise.
| Role | Department | Responsibility | CEO? |
|---|---|---|---|
| Account Lead | D4 | Sole accountable owner — day-to-day delivery health; leads Month-1, monthly, and quarterly reviews | No |
| Head of Delivery (HoD) | D4 | Technical support and guidance; review authority for this document; weekly review of Major escalation flags | Conditional — escalation only |
| Project Manager (PM) | D4 | Coordinates reachback panel requests; monitors the board; supports engagement operations | No |
| AIe (Embedded Specialist) | D4 | Delivers the plan; completes weekly stand-up log; requests reachback; produces weekly client report | No |
| CEO | D6 | Conditional — joins only for AI Adoption Pathway Add-on clients (monthly check-in + Quarterly Pathway review); involved in Critical escalations | Yes — conditional |
Step 1 — Pre-start preparation
Step 2 — Kickoff call
Step 3 — Delivery cycle (per work item) 🤖
Step 4 — Week-1 tangible artifact
Step 5 — Weekly stand-up and reporting 🤖
Step 6 — Milestone check-ins (Day 7 / Day 30)
Step 7 — Reachback panel request (as needed)
Step 8 — Monthly review
Step 9 — Quarterly Pathway review
Step 10 — Escalation handling (if triggered)
Step 11 — Contribute to knowledge base
| Tool | How it's used | Agent-ready |
|---|---|---|
| Jira | Master board — work items, worklogs, escalation flags, review logs | Yes — confirmed |
| Google Workspace | Engagement Plan, weekly reports, kickoff/review meetings | Yes — API + MCP |
| Formal communication, specifications, decisions | Yes | |
| Claude | Specialist's own AI tool, provided by REMAP | Yes |
| Xero | Optional — reachback overage billing record and payment reminders only | Yes — API |
| Wiki.js | Knowledge base — self-hosted at wiki.remap.ai | Yes — self-hosted |
Tool gaps: Broader CRM/Task Manager integration beyond Jira TBD — pending
OPS-O02 assessment. Jira is confirmed for this workflow.
Go-ahead gate (Step 3)
Day-30 continuation right (Step 6)
Reachback allowance vs overage (Step 7)
Escalation severity (Step 10)
| Scenario | How to handle | Escalation |
|---|---|---|
| Access not provided within 5 business days | AIe raises same day; REMAP escalates within 24 hours; engagement hours still run from start date | Account Lead → HoD |
| Sustained hours overage/underage | Account Lead raises a resize conversation (Rate Card / Service Order Form) or scope rebalance | Account Lead → HoD |
| 3 Minor flags within one month | Auto-escalates to Major; full remediation process triggered | HoD |
| Critical flag (confidentiality breach, conduct violation, unexplained absence >2 days) | Immediate withdrawal, same-day replacement start, interim cover arranged | HoD → CEO |
| Client requests replacement outside remediation trigger | Honour immediately — never gated by remediation status | Account Lead → HoD |
| Reachback overage not flagged in time | Account Lead reconciles monthly; tighten process to flag before overage is incurred | Account Lead → PM |
| Metric | Type | Target |
|---|---|---|
| Week-1 tangible artifact delivered on time | Leading | 100% by Friday of week 1 |
| Day-7 friction items resolved | Leading | Within 48 hours |
| Hours logged within contracted band | Leading | Within ±10% of 20h (fractional) / 40h (full-time) |
| Reachback hours used vs allowance | Leading | ≤ 8 hours/month, fair-use |
| Escalation flags per month by severity | Lagging | Trend down over time |
| Month-1 / quarterly review outcome | Lagging | Continue (target), Adjust, or Exit — tracked |
| Step | Current state | Suggested automation | Tool | Effort |
|---|---|---|---|---|
| Step 5 — Weekly stand-up log + report | Manual | Auto-compile report draft from Jira worklogs | n8n | Medium |
| Step 7 — Reachback panel tracking | Manual | Auto-alert PM/Account Lead when nearing 8-hour allowance | n8n | Low |
| Step 3 — Hours-band monitoring | Manual | Automated flag when logged hours exceed ±10% band | n8n | Low |
| Step 10 — Escalation flag triage | Manual | Auto-route flag severity notifications to HoD/Account Lead | n8n | Medium |
Upstream:
Downstream:
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | 2026-07-18 | Initial build from Operating Manual, Annex A (D4), and AIS reference documentation | Account Lead (draft) |
| 0.9 (revised) | 2026-07-18 | Wiki.js confirmed as Knowledge Management platform — resolves one open TBD item | Account Lead (draft) |