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Client commitment triage

First item on the Stop agenda for a reason: the pause is announced internally, but the promises made before it don't pause with it. This playbook dispositions every in-flight client commitment — contracted deliverables, proposal promises, scheme config work, the verbal "yes we'll do that" — so the halt is a controlled stop, not a quiet default on obligations. Nothing pauses safely until every commitment is dispositioned.

Build the inventory​

  • Sweep every source — contracts and SOWs, live proposals, account plans, support tickets carrying an implied yes, and the verbal commitments account leads hold in their heads. Insurance flavour: promised scheme changes, MTA journey work, rate-table updates, and anything with a regulatory date attached (FCA reporting changes, IPT adjustments).
  • One register — every commitment lands in the client-commitment register with a named owner. A commitment not on the register doesn't exist — which is precisely the exposure this sweep removes.

The four dispositions​

Every entry gets exactly one:

  • Honour — delivered as promised, from ring-fenced KTLO capacity or as a scheduled exception to the pause. Reserved for contractual obligations and regulatory-date work; each honoured item is a conscious spend of paused capacity, not a default.
  • Renegotiate — a new date or shape agreed with the client, using the STOP comms pack narrative; the register keeps both the old promise and the new one.
  • Fold into the RAPID rebuild — the commitment is honoured by the rebuild, arriving with it rather than before it. The client is told the new vehicle and the new date — folding is a renegotiation with a better story, not a silent re-plan.
  • Retire — superseded, no longer wanted, or never genuinely agreed. Closed explicitly with the client and recorded; silently dropping a promise is the one outcome this playbook forbids.

Scoring — who gets triaged first​

Work the register in score order, not arrival order:

  • Contractual weight — a signed contract or SOW outranks a proposal; a proposal outranks a verbal assurance. Weight determines how much freedom we have to renegotiate at all.
  • Revenue at risk — the account value and premium volume exposed if the commitment is missed or mishandled, validated by Commercial.
  • Promised date — nearest first, and regulatory dates are immovable: an FCA-dated obligation is an automatic honour whatever its revenue score.

The three combine into a simple rank; precision matters less than making sure the heavy, near-dated, contractual items are dispositioned in the first week.

The weekly review​

  • Delivery chairs, Commercial in the room, Leadership attends weekly until every commitment is dispositioned; thereafter the register folds into the regular client cadence.
  • The metric is simple — count of undispositioned commitments, trending to zero. That number gates how safely the pause can be declared to clients.
  • Client conversations follow the pack — every renegotiation and retirement conversation uses the approved STOP comms pack framing, so every account lead tell one story.
Needs Commercial and Legal input

Renegotiating a contracted deliverable is a contract variation. Commercial leads those conversations and Legal reviews any variation before it is agreed — the playbook sequences the work; it does not authorise the variation.