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Work enters through a shared intake path instead of side-channel emails, chats, or hallway asks.
Main Idea
One front door, one queue, clear decisions.
The intake and prioritization flow is now route-native in `apps/web`, turning the operating model itself into a first-class product surface instead of leaving it in the legacy demo layer.
How Work Moves Through SysOps
This is the simplest version of the process. Every request should move through these same core steps.
Triage And Classify
IT identifies whether the work is an incident, standard support request, access/security request, or project/enhancement item.
Prioritize
Priority is based on mission impact, time sensitivity, risk, dependencies, and available capacity.
Decide And Schedule
Some items move immediately, some are scheduled into the queue, and some require leadership tradeoff or sponsor input.
Assign And Deliver
An owner is assigned, the work moves forward, and blocked items are surfaced quickly instead of silently stalling.
Validate And Communicate
IT confirms the fix or delivery worked, explains status in plain language, and shares timing changes early.
Close, Learn, Report
Work is closed cleanly, recurring issues feed runbooks or problem review, and leadership reporting stays current.
How Priority Gets Decided
This keeps prioritization from feeling arbitrary. These are the factors leadership and stakeholders should expect IT to use.
Mission Impact
Does this affect core agency operations, public reporting, leadership decisions, or staff productivity in a meaningful way?
Urgency / Time Sensitivity
Is there a real deadline, outage, audit timing issue, or external commitment driving when this must be done?
Risk / Compliance
Does delaying the work create security, access, continuity, or governance risk for the agency?
Effort / Dependencies
Can IT complete this quickly, or does it depend on vendors, approvals, other teams, or prerequisite work?
Capacity / Tradeoff
If this moves up, what work moves down? The queue should show that tradeoff clearly.