The operational decision
Build a staffing illustration that does not promise payroll savings. A useful measurement answers an operational question, such as whether office facts are correct or whether the pilot fits its agreed allowance. A large call count alone does not show useful coverage.
Prepare the workflow
Multiply suitable public-question volume by observed staff time and state the observation method; keep the estimate separate from time actually removed.
Example wording for approval
“This calculation illustrates time spent answering public office questions. It does not predict fewer staff, more appointments or a guaranteed reduction in workload.”
Worked example
Suppose a fictional office receives 120 routine calls monthly, judges half suitable for approved public FAQs and observes two staff minutes per suitable call. The illustration is 120 staff minutes, or two hours, before accounting for review and exceptions. Label every assumption. Changing the suitable share to one quarter reduces the estimate to one hour. Neither result proves those hours disappear from staffing, nor does it justify including patient questions that the pilot is not allowed to handle.
Handoff record
Record these task-specific fields: volume period, suitable share, observed duration, assumptions.
Acceptance check
Change the suitable-call share in the example. Confirm that the result changes accordingly and that patient requests never enter the eligible numerator.
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