The operating model — 4 of 8
Process intelligence
How work actually gets done, independent of who's doing it — the workflows, SLAs, and audit trails that turn intent into action.
What actually happened, not what should have
Process intelligence covers repairs workflows, case management pathways, service-level agreements, and the audit trail each of those leaves behind. It's the domain that answers a deceptively hard question: when a resident reported damp on a given date, what actually happened next, in what order, and how long did each step take — as distinct from what the policy document says should have happened.
Where it feeds Governance Intelligence
Policies are Mode 2 documents until process intelligence turns them into Mode 1 evidence: measurable, checkable, and either met or not. Governance Intelligence depends on this domain to close the gap between what the organisation says it does and what its systems show it actually did — the difference a regulator's evidence request is designed to expose.