Named ownership
Material engagements have clear client and Raeburn decision/escalation contacts.
Client delivery
Service Commitments
A public operating standard for consulting delivery. Contract-specific SLAs, response times and recovery commitments are agreed for the actual service; we do not invent universal numeric targets where the scope differs.
Scope clarity
Objectives, deliverables, exclusions, dependencies, assumptions and success measures are defined before material delivery.
Change control
Material scope, cost, architecture, risk or data changes are documented and agreed rather than silently absorbed.
Communication
Delivery cadence and escalation routes are agreed for the engagement; urgent security/privacy matters use the dedicated contacts.
Incident handling
Material delivery, security or data incidents are assessed, contained, communicated proportionately and followed by corrective action.
Acceptance
Completion follows explicit acceptance criteria, evidence, known limitations and agreed handover—not simply deployment.
Portability
Documentation and exit arrangements should avoid deliberate technical or contractual lock-in.
Benefits review
Where appropriate, outcomes are checked after implementation against the agreed baseline rather than declared realised at launch.