Operational KPI
Track queue age, handoff cycle time, and reopened accessibility issues.
Onboarding operations guide
Onboarding Playbook
Use this playbook to launch conversion requests, handoff QA, workspace billing activation, and long-term edit governance without workflow drift.
Phase 1
Discovery and baseline
1
Define document classes, ownership, and monthly volume baseline.
2
Classify source systems by supported intake format and rejection risk.
3
Set response target by business impact and compliance urgency.
4
Confirm escalation owners for delivery, billing, and support.
5
Run pilot batch and close acceptance criteria before scale-out.
Phase 2
Pilot and acceptance
Run a controlled pilot with representative documents before broad rollout. All criteria must be met before scaling.
Delivered HTML passes internal accessibility review for pilot set.
Request status transitions and support escalation are auditable end to end.
Billing and offboarding commitments are understood by legal/operations.
At least one internal owner can manage version updates independently.
Phase 3
Scale and governance
Commercial KPI
Separate one-time conversion spend from monthly workspace continuity spend.
Continuity KPI
Test offboarding ZIP and mirror procedures quarterly.