**Northbridge Services – East Branch Scheduling Pilot: Management Summary**

**1. Decision required/status:** Management must decide by September 21 whether to authorize a four-week scheduling-system pilot at East. No pilot, purchase, or rollout is approved. Proposed start is September 28, contingent on authorization and IT access-control sign-off. A November full rollout is a Sales discussion point only, not a commitment (*Decision requested*).

**2. Key operational facts and costs:** East logged 240 visits in August (18 missed windows); West logged 160 (8 missed). Combined miss rate is 6.5% (an early slide rounded this to 7%) (*Current operations*). East dispatchers estimated 34 team staff-hours/week on scheduling (observed, two-week sample); a 20% reduction is a target, not measured. Vendor pricing: $900 setup + $480/month (≤12 users) + $300 training (added September 14, superseding an earlier note that said training was included), all pre-tax. First-month total if ordered: $1,680; ongoing $480/month. Finance has reserved $2,000 provisionally, not spending authority (*Vendor proposal and corrections; Current operations*).

**3. Risks/unresolved questions:** No cause identified for missed windows. Permissions are untested by IT; export/deletion procedures unconfirmed. A synthetic-data import test failed 7/50 records (date-format issues); a fix is proposed but unretested—no live customer data may be uploaded pre-authorization. No cancellation terms or additional-user pricing yet. No owner assigned for customer-satisfaction measurement (*Technical readiness and risks; Owners and next steps*).

**4. Next actions:** Maya Chen (Operations) – staffing/workflow plan by Sept 18; Luis Ortega (IT) – test permissions/import mapping by Sept 19; Priya Shah (Finance) – obtain cancellation/pricing terms by Sept 18; Management – go/no-go decision Sept 21.