# Rollout And Operations Plan

## 1. Rollout Strategy

- Agent name: Policy Knowledge Assistant
- Business or operating context: HR policy support
- Release approach: Phased rollout after pilot validation
- Launch channel: Microsoft 365 Copilot
- Target user groups: HR business partners, managers, and employees in approved regions
- Excluded user groups: Contractors and regions with incomplete policy source cleanup
- Rollout waves: HR pilot group, manager cohort, then employee self-service audience

| Wave | Users | Scope | Entry Criteria | Exit Criteria | Date |
| ---- | ----- | ----- | -------------- | ------------- | ---- |
| 1 | HR business partners | Validate source quality and escalation path | Pilot tests passed | 85% answer quality and no high-risk findings | 2026-07-22 |
| 2 | People managers | Expand to manager policy questions | Wave 1 exit met | Support queue volume stays within target | 2026-08-05 |
| 3 | Employee self-service group | Broader policy Q&A | Wave 2 exit met | Monthly lifecycle review accepted | 2026-08-26 |

## 2. Adoption And Enablement

- Communication owner: HR Communications Lead.
- Training owner: HR Knowledge Manager.
- Support materials: Quick start page, policy source list, and escalation guidance.
- Feedback channel: HR pilot feedback form.
- Enablement or office hours cadence: Weekly office hours during rollout waves.
- Known limitations to communicate: The agent answers from approved policy sources and does not make employee-specific eligibility decisions.

## 3. Observability Dashboard Specification

| Area | Metric | Source | Threshold | Owner |
| ---- | ------ | ------ | --------- | ----- |
| Value | HR response time improvement | HR ticketing report | 80% same-day routine answers | HR Operations Lead |
| Quality | Task completion and response rating | Pilot review workbook | 85% accepted answers | HR Knowledge Manager |
| Safety | Policy violations and blocked requests | Red-team and sample review | 0 unresolved high-risk issues | Security Reviewer |
| Security | Unauthorized access attempts and source failures | SharePoint audit and Copilot logs | 0 unauthorized source exposures | M365 Platform Owner |
| Cost | Monthly usage and license impact | Copilot usage dashboard | Within approved pilot budget | Budget Owner |
| Latency | P50/P95 response time | Copilot telemetry | P95 under 20 seconds | M365 Platform Owner |
| Adoption | Active users and repeat usage | Copilot usage dashboard | 60% weekly active target users | HR Operations Lead |
| Operations | Incidents, escalations, and downtime | HR support queue | Critical incidents resolved same day | HR Operations Lead |

## 4. Support Model

| Support Area | Owner | SLA / Response Expectation | Escalation Path |
| ------------ | ----- | -------------------------- | --------------- |
| User support | HR Operations Lead | 1 business day | HR support manager |
| Agent behavior issue | HR Knowledge Manager | 2 business days | M365 Platform Owner |
| Data issue | HR Knowledge Manager | 2 business days | HR Operations Lead |
| Connector/action issue | M365 Platform Owner | 1 business day | Platform support queue |
| Security incident | Security Reviewer | Same day | Security incident process |
| Legal, compliance, or policy request | Privacy Reviewer | 2 business days | Legal and compliance intake |

## 5. Cost Controls

- Budget owner: Chief People Officer.
- Cost center / budget code / owner: HR-AI-001 / Chief People Officer.
- Monthly budget: Approved pilot license and support budget.
- Alert thresholds: Review when weekly usage exceeds forecast by 25 percent.
- Model routing or tiering rules: Use standard tenant Copilot capabilities during rollout.
- Usage limits: Access limited to approved rollout groups.
- Review cadence: Weekly during waves, monthly after steady state.

## 6. Lifecycle Review

| Review Item | Cadence | Owner | Evidence |
| ----------- | ------- | ----- | -------- |
| Business value | Monthly | HR Operations Lead | KPI dashboard and ticket deflection report |
| Access review | Monthly | M365 Platform Owner | Pilot group membership export |
| Risk/control review | Monthly | Security Reviewer | Control register and incident log |
| Prompt and instruction review | Monthly | HR Knowledge Manager | Prompt version history and test results |
| Data source review | Monthly | HR Knowledge Manager | Source freshness report |
| Cost review | Monthly | Budget Owner | Usage and cost report |
| Retirement review | Quarterly | HR Operations Lead | Lifecycle review notes |

## 7. Pause And Retirement

Pause triggers:

- High-risk data exposure.
- Source permission trimming failure.
- Repeated unsupported policy answers after remediation.

Pause procedure:

- Remove pilot group access.
- Disable app publication.
- Notify HR operations, security, and privacy owners.

Retirement criteria:

- Answer quality remains below 85 percent after remediation.
- HR source content is not maintained.
- A standard Microsoft capability replaces the custom pattern.

Retirement procedure:

- Disable the agent.
- Archive evidence and approval records.
- Remove access and update the agent registry lifecycle status.