Section 01
Pilot Outcomes
Summary of the four-week pilot conducted in March 2026 across three workflow packs. All success criteria met — COO approval received 28 March 2026.
Pilot Result
All three packs met success criteria. COO approved transition to managed delivery.
During the four-week pilot, Built AI produced 47 outputs across Commercial Control Kit, Margin Cockpit and The Dispatch Desk. Quality score averaged 86% (against an 80% pilot target). No governance breaches, no data incidents. Client feedback scored 8.2/10. D. Farrow approved the transition on 28 March with a go-live date of 1 April 2026.
Pilot Outputs
47
Across 3 packs · 4 weeks
Quality Score
86%
Target: ≥ 80% (pilot)
Client Feedback
8.2
Out of 10 (survey)
Pilot success criteria — results
| Criterion | Target | Actual | Status |
|---|
| Output quality (first-pass acceptance) | ≥ 80% | 86% | Exceeded |
| Turnaround time | ≤ 3 days | 2.6 days avg | Met |
| Governance compliance | Zero breaches | 0 | Met |
| Data handling | Zero incidents | 0 | Met |
| Client feedback | ≥ 7/10 | 8.2/10 | Exceeded |
| COO approval to proceed | Yes/No | Yes (28 Mar) | Approved |
Section 02
Transition Timeline
Five-phase transition from pilot close-out to steady-state managed delivery. Total transition window: 10 working days.
01
Days 1–2 · 25–26 March
Pilot close-out & approval
Compile pilot results. Present to D. Farrow. Receive go/no-go decision. Document lessons learned and template refinements from pilot. Archive pilot working files.
02
Days 3–4 · 27–28 March
Contracts & governance setup
Finalise service agreement. Confirm SLA targets. Issue Service Onboarding Pack. Set up governance calendar (weekly/monthly/quarterly). Confirm named contacts on both sides. Establish escalation matrix.
03
Days 5–6 · 29–30 March
Data & systems setup
Configure shared workspace with folder structure per pack. Set up secure data transfer channel. Test upload/download cycle with L. Osei. Configure processing templates from pilot-refined versions. Set up automated validation checks.
04
Day 7 · 31 March
Team briefing & dry run
Joint briefing with Greystone operational leads (K. Rhodes, T. Brennan). Walk through the weekly delivery cycle. Confirm Monday data upload process. Confirm Friday delivery summary format. Run a dry-run delivery cycle using pilot data to verify the full workflow.
05
Day 8 · 1 April 2026
Go-live
First live data upload received. Week 1 delivery cycle commences. Built AI Delivery Manager (S. Okoro) available for same-day queries. First Weekly Delivery Summary issued Friday 4 April by 14:00.
Section 03
Transition RACI
Responsibility assignment for each transition activity. R = Responsible, A = Accountable, C = Consulted, I = Informed.
| Activity | J. Whitmore
Built AI | S. Okoro
Built AI | D. Farrow
COO | K. Rhodes
Commercial | T. Brennan
FM Ops | L. Osei
IT |
|---|
| Pilot close-out report | R | C | A | I | I | — |
| Service agreement sign-off | R | — | A | C | C | — |
| Shared workspace setup | C | R | — | I | I | A |
| Secure data channel config | C | R | — | — | — | A |
| SLA targets confirmed | R | C | A | C | C | — |
| Team briefing & dry run | R | R | I | A | A | C |
| Go-live (Week 1) | C | R | I | A | A | C |
Section 04
Data Readiness Checklist
Pre-go-live checklist confirming all data systems, access and processes are ready. All items must be completed before Week 1 commences.
Technical setup
- Shared workspace created with pack-specific folder structure
- Secure data transfer channel configured and tested
- Upload validation script deployed (file-size, format, corruption check)
- Built AI team access provisioned (S. Okoro, M. Patel, R. Chen)
- Greystone team access provisioned (K. Rhodes, T. Brennan, L. Osei)
- Test upload/download cycle completed successfully
Data & templates
- CCK templates (variation narrative, change event log, notice tracker) — V2.0 from pilot
- Cockpit templates (margin snapshot, WIP tracker, invoice blocker) — V1.0
- Dispatch Desk templates (triage flow, ticket format, handover summary) — V1.0
- Contract register loaded — 14 active contracts with key commercial terms
- Site register loaded — 42 Harland Properties sites with SLA matrices
- Historical data baseline established for KPI measurement
Governance
- Service Onboarding Pack issued and acknowledged
- SLA targets agreed and documented
- Escalation matrix confirmed with named contacts
- Governance calendar issued for Q2 2026
- Data handling agreement signed
- Weekly delivery cycle walkthrough completed with Greystone leads
Section 05
Month 1 Delivery Plan
Week-by-week plan for the first month of managed delivery. Designed to ramp volume gradually while validating the operating rhythm.
| Week | Focus | Planned Outputs | Risk |
|---|
Week 1
1–4 Apr | Establish rhythm. First live data cycle. Validate upload → process → deliver → review loop. | CCK: 4 items
Cockpit: 2 items
Dispatch: 8 items | Ramp-up |
Week 2
7–11 Apr | Increase volume. Begin processing variation backlog. First dispatch morning handovers. | CCK: 6 items
Cockpit: 2 items
Dispatch: 10 items | Ramp-up |
Week 3
14–18 Apr | Steady-state target volume. Full weekly delivery cycle operating across all packs. | CCK: 7 items
Cockpit: 3 items
Dispatch: 10 items | Stabilising |
Week 4
21–25 Apr | Steady-state. Prepare Month 1 Governance Report. Collect KPI baseline data. | CCK: 8 items
Cockpit: 3 items
Dispatch: 12 items | Steady state |
| 5 May | Month 1 Governance Review — first formal governance meeting | Monthly Governance Report | Planned |
Ramp-up expectation. Weeks 1–2 are deliberately lower-volume to allow both teams to validate the operating rhythm. Quality and turnaround are prioritised over volume during ramp-up. Full steady-state volume is expected from Week 3.
Section 06
Success Criteria & Exit Provisions
How success is measured during the first 90 days of managed delivery, and the provisions for either party to exit the engagement.
90-day success criteria
| Criterion | Target | Measured At |
|---|
| SLA compliance | ≥ 95% average across 90 days | Q2 QBR (30 June) |
| Quality score | ≥ 90% by Month 3 | Month 3 Governance Review |
| Client satisfaction | ≥ 7/10 survey score | Q2 QBR survey |
| Governance compliance | Zero breaches | Continuous |
| Data handling | Zero incidents | Continuous |
| Measurable commercial impact | Evidenced commercial recovery attributable to BTO outputs | Q2 QBR |
Continuation
If the 90-day criteria are met, the engagement continues on a rolling quarterly basis. Each quarter is reviewed at the QBR. Pack expansion, scope changes or fee adjustments are agreed at QBR level with COO approval. No automatic price escalation without 60 days' written notice.
Exit provisions
Either party may terminate with 30 days' written notice. On termination, Built AI will complete any in-progress deliverables, return all client data within 30 days, issue a certificate of data destruction, and provide a final governance summary. No penalty for early termination. Templates and outputs produced during the engagement remain the client's property.
Commitment structure. Built to Order™ is designed to earn its place through measured value — not lock-in. The 30-day notice period, zero-penalty exit and client-owned outputs ensure that the service continues only for as long as it delivers. The best retention mechanism is results, not contracts.