Dispatch Desk · Dispatch - Stage 04 (engineer route + ETA) · Worked example Aldgate Borough Council · 42 buildings · 180 calls/mo · TKT-2026-03847 threaded · May 2026 (Month 18) · SLA 96.7% · DDP defended £800

BuiltAI

Pack 06 / 09 · The Dispatch Desk™

THE DISPATCH DESK™STAGE 04 · THE ROLL

The Roll™

Engineer Dispatch & Arrival

The right engineer, with the right skills, closest to the site, within the SLA window. Dispatched, acknowledged, ETA confirmed, arrival timestamped. No guesswork — data-driven dispatch.

Client: Aldgate Borough Council · 42 sites
Contract: NEC4 TSC · £2.4m/year
Period: Month 18 · May 2026

DISPATCH LOGIC

Matching Engineer to Ticket

The Roll matches the ticket to the best available engineer based on four factors. The operator makes the dispatch decision — The Roll surfaces the options and recommends, but the human dispatches.

Skills Match

Does the engineer have the right trade competency? Roofing, plumbing, electrical, HVAC, multi-trade, specialist.

Proximity

Who's closest? Current location, travel time estimate, traffic conditions. Real-time GPS from engineer app.

Availability

Current job ETA, queue depth, remaining SLA window. Can they get there in time?

Van Stock

Do they have the likely parts on board? If not, nearest stores location and collection time added.

TKT-2026-03847 — DISPATCH OPTIONS

Library Roof Leak — 3 Engineers Assessed

The Roll assessed 3 available engineers with roofing competency. Here's the comparison the operator saw before dispatching:

Engineer	Van	Skills	Current Location	ETA to Library	Van Stock	Recommendation
D. Okonkwo	14	Roofing, multi-trade	Westfield CC (P3 fire door — 30 mins remaining)	10:45	All parts	RECOMMENDED
S. Ahmed	07	Roofing, electrical	Depot (available now)	11:15	No ceiling tiles	Backup
K. Pryce	11	Plumbing, multi-trade	Borough Hall (P2 plumbing — 2hrs remaining)	13:00	All parts	SLA risk

Dispatch decision: Operator selected D. Okonkwo (recommended). Closest available with roofing competency, all likely parts on board, ETA within comfortable SLA margin. S. Ahmed available as backup if Okonkwo's current job overruns. K. Pryce rejected — ETA 13:00 is within the 4hr response window but leaves no margin for delays.

TKT-2026-03847 — DISPATCH TIMELINE

From Dispatch to Arrival — Every Timestamp

TKT-2026-03847 Dispatch Record

DISPATCHED

09:18 — operator dispatched to D. Okonkwo via engineer app (4 minutes after call receipt)

ACKNOWLEDGED

09:22 — engineer acknowledged ticket via mobile app. Confirmed ETA: 10:45. Currently completing P3 fire door at Westfield CC.

EN ROUTE

10:12 — engineer marked "en route" on app. Westfield CC job completed. Travel time estimate: 25 minutes via A56.

ON-SITE

10:38 — arrived 7 minutes ahead of ETA. GPS-verified arrival at 14 Corporation Street, M4 2FB. Response time: 1hr 24mins (within 4hr P2 target).

SLA STATUS

RESPONSE MET — 1hr 24mins vs 4hr target. Fix deadline: 17:14 (6hr 36mins remaining).

DISPATCH PERFORMANCE — MAY 2026

Monthly Dispatch Metrics

97.2%

SLA RESPONSE MET

42m

AVG P1 RESPONSE

AVG ACKNOWLEDGE

SLA BREACHES

P1 performance: 8 P1 emergency calls this month. Average response time: 42 minutes (target: 2 hours). Fastest: 18 minutes (gas smell at Aldgate Community Centre — engineer was 3 streets away). All 8 within SLA. Zero P1 breaches for 14 consecutive months.

5 breaches breakdown: 2× P2 (road closure delay, keyholder late), 3× P3 (parts delay, misdiagnosis requiring return visit, queue overload during bank holiday week). All root-caused and documented. 1 deduction being defended (keyholder delay — see The Score, Stage 06).

STAGE 04 GATE — THE ROLL

Engineer On Site. SLA Clock Running.

✓Engineer matched by skills, proximity, availability and van stock

✓Dispatch options compared — operator made informed decision

✓Ticket acknowledged with confirmed ETA

✓En-route timestamp captured

✓On-site arrival timestamped (GPS verified)

✓SLA response target confirmed met/breached

Handover to Stage 05 — The Stamp™: D. Okonkwo on site at 10:38. Fix deadline 17:14. Engineer to diagnose, complete or escalate, capture evidence, and close the ticket.

THE ROLL — SNAPSHOT

97.2% response SLA met. 42-min average P1 response. 8-min acknowledge.

The right engineer. The right skills. Within the SLA window. Acknowledged in 8 minutes, on site ahead of schedule. The Roll is where the helpdesk promise becomes boots-on-the-ground reality.