7.3 KiB
Digital Operations Partner
A human-supervised, agent-assisted digital operations service for local service businesses.
This project exists to prevent silent customer loss by making sure customers can find, trust, and engage a business, and that search engines and AI systems can find, understand, and accurately represent it — often before the business would notice something was wrong.
This repository defines the business foundation, operating model, evidence standards, client lifecycle, Path to PoC sequencing, and tooling for a Digital Operations Partner service.
New hire start here: docs/operations/employee-onboarding-manual-v1.md
Now vs Later (read this first)
| Horizon | What it is | Status |
|---|---|---|
| NOW — Operating mode | Human-run cold audits (GBP form → Leonard), Layer 1a public inventory, Layer 2 threats, Path to PoC → economics → retainer | Active process |
| LATER — Product horizon | Public Assessment AI, fixed-fee gates, State Clock, Sentry, Market Radar, multi-tier product packaging | Not operating process — strategy only |
- Operating truth for day-to-day work: this README, Path to PoC, Audit Playbook, Agent Charter, onboarding manual, templates, tools.
- Strategy / thesis (do not treat as current SOP):
docs/strategic-frame.md,docs/whitepaper.md
If a later-horizon idea conflicts with the operating docs, the operating docs win until explicitly promoted with a dated decision.
Working Definition
We continuously prevent silent customer loss for local businesses by making sure customers can find, trust, and engage the business, and that search engines and AI systems can find, understand, and accurately represent it, often before the business would ever notice something was wrong.
This is a working definition, not a final brand statement.
For the full business requirements, see:
docs/business-model/business-requirements.md
Core Concepts
Silent Customer Loss
Silent Customer Loss is the umbrella term for customer acquisition problems that occur without the business owner clearly seeing the loss.
It includes:
- Customer Path Leakage — a customer has interest or intent, but digital friction prevents contact, booking, visiting, or engagement.
- Discovery Failure — a potential customer never meaningfully encounters the business because customers, search engines, or AI systems do not find, understand, surface, or accurately represent it.
Service Domains
- Customer Path Integrity — customers can find, trust, contact, book, visit, or otherwise engage without preventable digital friction.
- AI Visibility Integrity / AEO — search engines and AI systems can find, understand, and accurately represent the business.
- Local Competitive Awareness — local market context via competitor visibility, positioning, review movement, and AI-answer comparison.
Evidence Model
- Tier 1: Verified Evidence — concrete, timestamped, observable, or instrument-backed findings.
- Tier 2: Indicative Evidence — sampled, directional, probabilistic, or risk-based findings.
Agents may propose classifications; humans approve final tiers before client-facing use in Version 1.
Competitor facts about third parties are Tier 2 by default and never the primary claim of a threat (see Audit Playbook).
Operating Rule
Agents may detect and draft. Humans approve before publish.
Path to PoC (Governing Sequence)
Master sequence: docs/architecture/path-to-poc-sequencing.md
Layers (fixed order):
- Account Intelligence — 1a Public baseline (cold audit) / 1b Owner-access (engagement)
- Threat Diagnosis (Threat Register)
- Economics & Pricing Validation
- Requirements
- Workflows
- Agent Build & Test
- POC Delivery
Client artifacts live under docs/clients/<client-name>/.
Cold audits can complete Layer 1a without owner credentials. Full engagement-grade Layer 1 requires 1b or explicit acceptance of Tier 2 ceiling.
Agent & Audit Tooling
| Doc / Tool | Path |
|---|---|
| Employee Onboarding Manual | docs/operations/employee-onboarding-manual-v1.md |
| Task reliability ledger | docs/operations/task-reliability-ledger.md |
| Agent Charter | docs/agents/agent-charter-v1.md |
| Audit Playbook | docs/agents/audit-playbook-v1.md |
| Leonard GBP Execution Card | docs/agents/leonard-gbp-execution-card.md |
| GBP Snapshot Intake (markdown) | docs/templates/gbp-snapshot-intake.md |
| GBP Snapshot Form (HTML) | tools/gbp-snapshot-form.html |
| Data Inventory template | docs/templates/data-inventory-template.md |
| Threat Register template | docs/templates/threat-register-template.md |
| Requirements template | docs/templates/requirements-template.md |
| Workflows template | docs/templates/workflows-template.md |
Cold audit GBP workflow: open tools/gbp-snapshot-form.html → fill → generate → paste to Leonard with the execution card instruction. Score runs in the task reliability ledger.
Active Client Instances
| Client | Status | Path |
|---|---|---|
| Overcome Fitness | Draft Benchmark (Layer 1a path; GBP still open; not engagement-complete) | docs/clients/overcome-fitness/ |
V1 Scope Exclusions
Out of scope for V1 unless separately quoted:
- Social media production
- Paid advertising
- Website redesign
- Branding projects
- Content marketing
- Full SEO campaigns
- CRM / email marketing
Go-To-Market Motion
Proof-of-concept first. Demonstrate value through focused assessment, evidence-backed findings, a low-risk PoC fix when appropriate, and a before/after report. Retainer follows demonstrated value.
Repository Structure
docs/
vision/
architecture/ # Path to PoC, economics guide, principles
business-model/
use-cases/
templates/ # Layer templates + GBP intake
agents/ # Charter, playbook, execution cards
clients/ # Per-client instances
operations/ # Employee manual, reliability ledger
workflows/
roadmap/
strategic-frame.md # LATER horizon (not SOP)
whitepaper.md # LATER horizon (not SOP)
research/
specifications/
implementation/
tools/ # Operational forms (GBP snapshot HTML, etc.)
Current Phase
Phase: Path-to-PoC execution + first client benchmark (operating mode)
Resolved foundations:
- Mission and working definition
- Evidence model and operating rule
- Client lifecycle and V1 exclusions
- Path to PoC sequencing (Layer 1a / 1b split)
- Economics & pricing execution guide
- Audit playbook + Layer templates + competitor evidence rules
- GBP cold-audit intake form + Leonard execution card
- Employee onboarding manual
- Task reliability ledger (empty counters until first scored runs)
- Charter amended: validation client is any real Layer 1–3 data path (Overcome exception logged)
Open work:
- GBP snapshot for Overcome Fitness (human form pass) before 1a lock
- Economics validation with real client numbers
- Leonard scored runs recorded in the ledger
- Pricing validation and delivery packaging
- Optional: path manifest / doc validator
Philosophy
Users → Problems → Requirements → Workflows → Agents → Tools
No automation runs until the business is understood.