STOA Scenario Pack

EMPLOYEE TOUCHPOINTS.

Every interaction between Gallagher, the relocating employee, their approved helpers, and service providers — with timely answers, calendar booking, language support, and visible status.

8
The Users
9
Triggers
42
Cards
82
Quality Score
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01 · The Users

The Users

Eight touchpoint participants shape the employee communication experience — the employee, approved family or delegate contacts, client and Gallagher roles, service providers, and platform/AI channels. Each has a clear boundary so support feels connected rather than noisy.

Actor · Employee
Relocating Employee
The employee experiencing the location change. Their primary concerns are uncertainty, timeline visibility, and knowing what is expected of them at each stage. They need a single, reliable channel to get answers, proactive communication that anticipates their questions, and clear options for language, channel, and family support. Communication preferences vary by generation, culture, timezone, and tech comfort.
Actor · Employee Support
Family Member / Delegate / Executive Assistant
An approved helper who may support logistics, document gathering, school searches, appointment booking, or executive coordination. Their access is optional and permissioned by the employee or client policy. They should see only the information needed for their role and should never become an accidental second source of truth.
Actor · Gallagher
Mobility Coordinator (Gallagher)
The employee's primary named contact throughout the assignment lifecycle. Owns the relationship from case creation through completion and repatriation. Responsible for proactive outreach, responding to escalated queries, coordinating service-provider updates, and ensuring AI/chat handoffs arrive with context so the employee does not repeat themselves.
Actor · Gallagher
Employee Experience Specialist
Owns the design and continuous improvement of the employee communication framework — templates, cadence, channel strategy, AI triage patterns, translation governance, and satisfaction measurement. Analyses feedback to identify gaps and sets the standards all Coordinators, chat flows, and provider updates must follow.
Actor · Client
HR Business Partner (Client)
The employee's existing HR contact within their organisation. Acts as a bridge between the employee and Gallagher during early stages. Receives copies of key milestone communications so they can provide local context and support. The employee may turn to their HRBP when they feel they are not getting answers — so alignment with Coordinator messaging is critical.
Actor · Platform
Self-Service Portal (INNOVA)
The digital touchpoint where the employee can view case status, upload documents, check milestones, access policy information, submit questions, book appointments, set language preferences, and view their compensation package. Operates 24/7 across timezones and treats the portal as the source of truth while email, SMS, Teams, or chat act as notification layers.
Actor · Platform
AI Chat / Virtual Assistant
Answers basic questions immediately, explains process steps in plain language, and routes complex or sensitive issues to the Mobility Coordinator with transcript and context. It can support multilingual interaction, but high-stakes tax, immigration, legal, or compensation guidance requires reviewed content or human confirmation.
Actor · Service Provider
Relocation, Immigration, Tax, Shipping, and Housing Providers
Specialist providers supply milestone updates, appointment availability, document requests, and status changes. The preferred model is API or structured-provider updates into the platform so employees see progress without being asked for the same information multiple times.
02 · Starting Point

Starting Point

What is already true when this scenario begins — the preconditions that define the employee's state before any Gallagher touchpoint occurs.

Starting Point
Approved case created — employee touchpoint model not yet configured
A mobility case has been approved and created in the platform. The employee may know a relocation is happening but has not yet received formal Gallagher contact, named support, or a visible timeline. Family/delegate permissions, preferred language, calendar availability, provider handoffs, and chat/escalation rules have not yet been configured.
03 · Triggers

Triggers

The nine core touchpoint types across the assignment lifecycle — initiated by Gallagher, employees, approved helpers, service providers, and the platform itself. Together they define when information moves, who owns the response, and what must stay visible.

Day 1–2 Gallagher → Employee
Trigger 1 · Welcome Outreach
Gallagher Initiates First Contact
Within 48 hours of case approval, the Mobility Coordinator sends a personalised welcome message — introducing themselves by name, explaining the process at a high level, setting timeline expectations, confirming preferred language and channels, and providing direct contact details. The tone is warm and reassuring. A welcome call is offered through the approved calendar-booking path.
Day 1–5 Both Directions
Trigger 2 · Calendar Booking
Employee or Delegate Books Welcome and Provider Appointments
The employee, approved family member, or executive assistant can book welcome calls, document-review slots, and required provider meetings through Teams or Calendly-style scheduling. The system keeps bookings attached to the case timeline so the Coordinator can see missed, rescheduled, or blocked appointments.
Week 1–2 Gallagher → Employee
Trigger 3 · Data Collection
Data Collection Request — Personal Information
After welcome, the Coordinator sends a structured data collection request via the self-service portal. It explains exactly what data is needed, why it is needed, who can help complete it, and what has already been supplied by the client or provider. Incomplete submissions trigger follow-up after 3 business days with missing items highlighted.
Ongoing Gallagher → Employee
Trigger 4 · Compliance Milestones
Compliance Milestone Notification
At each major compliance milestone — visa submitted, work permit approved, tax registration complete, social security certificate issued — the Coordinator or provider update states what was completed, what it means for the employee, and what happens next. Updates should publish within 24 hours of milestone completion and remain visible on the case timeline.
Provider-led Provider → Platform
Trigger 5 · Service Provider Status
Provider Milestones Refresh the Employee Timeline
Relocation, immigration, tax, shipping, housing, or destination-service providers update milestone status through API, structured upload, or Coordinator-assisted entry. The employee can see the current state without chasing multiple parties, and Gallagher can spot blocked provider work before it becomes an escalation.
Cadenced Gallagher → Employee
Trigger 6 · Scheduled Check-Ins
Proactive Periodic Touchpoints
Even when no milestone has been reached, the Coordinator proactively checks in: weekly during the first 4 weeks, fortnightly during weeks 5–12, monthly during steady-state, and weekly again during repatriation. Check-ins are personalised — not template blasts. If there is no update, the message says so: "Nothing new this week, but your visa application is on track for [date]."
Anytime Employee ↔ AI
Trigger 7 · AI-Assisted Triage
Basic Questions Answered Immediately, Complex Issues Escalated
The employee can ask basic process, document, appointment, or status questions through chat. The AI assistant answers from approved knowledge and case status, then escalates sensitive or unresolved questions to the Coordinator with transcript, language, and context so the employee does not restart the story.
Anytime Employee → Gallagher
Trigger 8 · Employee-Initiated
Inbound Queries & Requests
The employee reaches out with questions — "When will my visa be ready?", "What is my housing allowance?", "Can my partner work there?", "I need to change my start date." Queries arrive via portal, chat, email, Teams, or phone. Acknowledged within 4 business hours, substantive response within 1 business day. If specialist input is needed, the Coordinator owns the follow-up.
Urgent Both Directions
Trigger 9 · Critical Alerts
Time-Sensitive Notifications Requiring Immediate Action
When a time-sensitive event occurs — document expiry, policy change, regulatory shift, visa issue, shipment disruption, or missed appointment — the Coordinator sends an urgent alert via approved channels. Critical alerts clearly state action, deadline, consequence, and whether translated or AI-assisted wording has been human-reviewed.
04 · Outcomes

Outcomes

What must be true when the touchpoint model is working — the observable results that prove the employee communication experience is delivering.

Expected Outcome
Employee has a single, named point of contact from day one
From the first contact, the employee knows exactly who their Coordinator is — by name, photo, email, and phone. They never need to contact a general inbox or call a switchboard. If the Coordinator is unavailable, a named backup is introduced proactively with full case context — the employee never re-explains their situation.
Expected Outcome
All proactive touchpoints follow a structured milestone calendar
Every case has a touchpoint calendar generated from its milestones — welcome, data collection, compliance updates, check-ins, pre-move logistics, arrival support, and steady-state reviews. Overdue items are flagged on the dashboard. The calendar adapts to assignment type: compressed for short-term, extended for long-term assignments.
Expected Outcome
Employee queries acknowledged within 4 hours, resolved within 1 business day
Every inbound query receives acknowledgement within 4 business hours. Substantive responses arrive within 1 business day for standard queries, 4 hours for urgent matters. If specialist input takes longer, the Coordinator communicates the timeline and follows up without the employee needing to chase. SLA adherence is tracked weekly.
Expected Outcome
Employee feels informed and supported at every stage
The employee can log into the portal at any time and see: current case status, upcoming milestones with dates, documents they need to provide, their compensation package, and full message history with their Coordinator. Post-assignment surveys show 85%+ employees rate communication as "Good" or "Excellent."
Expected Outcome
Approved family or delegate contacts can participate safely
The employee can authorise a spouse, family member, executive assistant, or other helper to support logistics and scheduling. Their permissions are scoped to the tasks they need to perform, and the Coordinator can see who has access, what they can do, and when consent was granted.
Expected Outcome
Basic questions are answered immediately through AI chat
Employees can get instant answers to approved process, document, appointment, and status questions. The assistant escalates sensitive or uncertain topics to the Coordinator with context, transcript, and case state so the human response starts from what the employee already shared.
Expected Outcome
Provider status is visible without duplicate employee requests
Service-provider milestones appear in the employee timeline and Coordinator dashboard. Employees should not be asked for passport, family, shipment, or housing details that Gallagher or a provider already captured unless there is a clear reason to reconfirm.
Expected Outcome
Appointments can be booked and rescheduled from the case timeline
Welcome calls, provider sessions, document checks, and key review meetings can be booked through the platform or approved calendar integration. Missed or rescheduled appointments remain visible as case events rather than disappearing into personal calendars.
05 · Guardrails

Guardrails

What must not happen — the communication boundaries that protect the employee relationship and prevent trust-breaking failures.

Must Not Happen
Employee learns about their move from someone other than their designated contact
The employee must not first hear about assignment details, policy changes, visa decisions, or compliance issues from someone outside the communication chain. Information leakage creates confusion, erodes trust, and makes the employee feel like they are not the priority. All case communications must flow through the Coordinator or HRBP.
Must Not Happen
More than 5 business days without any communication during active case
During an active mobility case, the employee must not go more than 5 business days without some form of communication — whether a milestone update, check-in, or even a "no update but still tracking" message. Extended silence is the single biggest driver of employee anxiety and inbound query volume. The platform flags cases at risk.
Must Not Happen
Employee receives conflicting information from different Gallagher teams
The employee must never receive conflicting guidance from different parts of Gallagher — e.g., the Coordinator quotes one housing allowance while the tax advisor's letter references another. Conflicting information destroys credibility and triggers escalations. All external communications must be routed through the Coordinator before reaching the employee.
Must Not Happen
Employee is asked to repeat information already captured
The employee must not be forced to provide the same data separately to Gallagher, relocation vendors, tax teams, immigration providers, and housing providers. Duplicate requests create frustration and signal that the platform is not actually coordinating the move.
Must Not Happen
AI or translation provides unreviewed legal or financial guidance
AI chat and automated translation must not independently answer high-stakes tax, immigration, legal, payroll, or compensation questions unless the answer is from approved content and the review status is clear. Uncertain answers must route to a human owner.
Must Not Happen
Family or delegate access is granted without permission
Spouses, family members, assistants, or other helpers must not see employee data by default. Access requires explicit permission, client-policy alignment, role scoping, and an audit trail so the employee remains in control of who participates.
06 · Evidence

Evidence

Observable, measurable signals that prove the employee touchpoint model is working as designed and delivering the intended experience.

Evidence
Employee satisfaction score (NPS/CSAT) per assignment
Measure: NPS and CSAT collected at three points — onboarding (week 2), mid-assignment, and completion.
Target: NPS ≥ 50 · CSAT ≥ 4.2/5.0 at each checkpoint.
Source: Automated survey triggered by the platform at each milestone.
Scores tracked per Coordinator, per client, and over time. Declining scores trigger review of the case communication log.
Evidence
Average response time to employee-initiated queries
Measure: Elapsed time from employee query submission to substantive response.
Target: Acknowledgement within 4 hours (95%) · Substantive response within 1 business day (90%) · Urgent within 4 hours.
Source: Platform message timestamps and case activity logs.
Validates employees are not waiting in silence and SLA is operationally achievable.
Evidence
Proactive vs. reactive touchpoint ratio
Measure: Ratio of Gallagher-initiated communications to employee-initiated queries per case.
Target: 2:1 or higher — Gallagher reaches out twice for every employee question.
Source: Case communication log categorised by initiator.
A ratio below 1:1 signals the employee is driving communication — a breakdown in the proactive calendar. Tracked monthly per Coordinator.
Evidence
AI chat containment and escalation quality
Measure: Percentage of basic questions answered by approved AI content, plus percentage of escalations that include transcript and case context.
Target: 60%+ basic-query containment with 95%+ complete escalation packets.
Source: Chat logs, escalation records, and Coordinator QA review.
Validates that AI reduces wait time without creating unsupported advice.
Evidence
Provider status freshness
Measure: Percentage of provider-owned milestones updated within the agreed freshness window.
Target: 90% updated within 24 hours of provider status change.
Source: Provider API events, structured uploads, Coordinator entries, and timeline audit trail.
Validates that employees and Coordinators are not relying on stale vendor status.
Evidence
Calendar booking and language preference coverage
Measure: Percentage of active cases with booked first touchpoint, preferred language captured, and delegated contacts confirmed or explicitly marked none.
Target: 95% complete within 5 business days of case approval.
Source: Case setup checklist, calendar integration, and employee profile fields.
Validates that the communication model is ready before the case gets busy.
07 · Risks

Risks

What could go wrong with the employee communication model — concrete failure modes with mitigations that name the person or experience at risk.

Risk
Communication fatigue during peak assignment periods
During weeks 1–4, the employee may receive a high volume of messages creating information overload. If everything feels equally urgent, they stop reading carefully and miss critical items. Mitigation: batch non-urgent items into weekly digests, label messages by urgency (Action Required vs. FYI), use the portal as truth with email as notification layer.
Risk
Language, timezone, and translation accuracy barriers
When the Coordinator and employee are in different timezones, response windows shrink. If the employee's first language is not English, nuance can be lost, and machine translation may be unsafe for financial, legal, tax, or immigration wording. Mitigation: capture language preferences, assign timezone overlap where possible, mark translated content review status, and use human review for high-stakes messages.
Risk
Employee disengagement from process complexity
Global mobility involves tax, immigration, payroll, housing — topics that are unfamiliar and anxiety-inducing. Overly technical communications with internal jargon cause the employee to disengage, delay documents, and create compliance delays. Mitigation: plain language, explain why each step matters to the employee personally, shield them from internal process complexity.
Risk
Coordinator handover breaks relationship continuity
If a Coordinator leaves or is reassigned, the employee loses their named contact. Handover gaps are the most common trigger for complaints and NPS drops. Mitigation: maintain detailed case notes in the platform (not inbox), introduce backup within 24 hours, schedule a handover call with both Coordinators, never let a case go unowned.
Risk
Service-provider integration gaps keep the timeline manual
If providers cannot send reliable status updates, the employee timeline becomes a manual dashboard that Coordinators must chase and maintain. Mitigation: define the minimum provider update format, prioritise high-volume provider APIs, and allow structured manual entry with freshness indicators where integration is not ready.
Risk
Channel fragmentation hides the source of truth
If employees receive meaningful updates across portal, email, Teams, SMS, phone, provider portals, and AI chat without a common case record, nobody knows which answer is current. Mitigation: make the platform timeline the authoritative record and treat other channels as capture or notification layers.
08 · Decisions & Open Questions

Decisions & Open Questions

Decisions already made about the communication model and questions that still need judgment before the touchpoint framework can be fully locked down for build.

Decision · Accepted
Adopt a milestone-based touchpoint calendar tied to case phases
Every case generates a touchpoint calendar automatically from its milestones. Coordinators can personalise content but cannot skip mandatory touchpoints. The calendar adapts to assignment type and duration. Rationale: structured touchpoints ensure consistency, make communication quality measurable, and prevent experience from depending on individual initiative.
Decision · Accepted
Mobility Coordinator owns all employee-facing communications
The Coordinator is the single point of contact. Tax advisors, immigration specialists, and vendors do not contact the employee directly — they provide updates to the Coordinator, who translates and delivers them. Exception: when a specialist needs a direct employee interview, the Coordinator makes the introduction and follows up. Rationale: single voice prevents conflicting information.
Decision · Accepted
Use AI chat for basic questions with human escalation
The employee experience should include immediate AI-assisted answers for routine process, document, appointment, and status questions. The assistant must escalate sensitive or uncertain matters to the Mobility Coordinator with context rather than pretending to resolve tax, legal, immigration, or compensation judgment.
Decision · Accepted
Support family, delegate, and executive-assistant access
The model should support approved helpers because many moves involve spouses, children, school decisions, personal logistics, and executive assistants. Access must be permissioned and scoped, not automatic, so helpers can reduce burden without weakening privacy or creating conflicting instructions.
Open Question · GMS Operations + Product
Which service-provider integrations are MVP?
Provider status is a high-value differentiator, but not every provider will be API-ready on day one. The team needs to prioritise which providers or status types matter most for the first release, and what structured manual fallback is acceptable.
Open Question · Legal + Employee Experience
Which content requires human-reviewed translation?
Multilingual support is important, but financial, legal, tax, immigration, and compensation wording carries risk. Define which content can be machine-translated, which must use approved translations, and which requires human review before being sent to the employee.
Open Question · Product + Channels
Which channels are official versus notification-only?
Employees may prefer portal, email, Teams, SMS, phone, or chat, and workshop discussion pointed to calendar/Teams-style booking. The product needs a clear channel policy so every message lands in the case record even if the employee interacts somewhere else.
09 · Scenario Quality

Scenario Quality Score

The STOA quality engine scores scenarios based on completeness, specificity, and risk coverage across all 9 card types.

82
out of 100
Strong — aligned to workshop corrections
8
The Users
1
Starting Point
9
Triggers
8
Outcomes
6
Guardrails
6
Evidence
6
Risks
4
Decisions
3
Open Questions
Improvements to reach 90+
Improvement
Prioritise provider integrations
Decide which provider milestone feeds are needed in the MVP and which can start as structured manual updates with freshness indicators.
Improvement
Define translation review policy
Separate low-risk machine translation from high-stakes financial, legal, tax, immigration, and compensation wording that needs approved or human-reviewed language.
Improvement
Add verification evidence
Include concrete assertions — a test command, file check, or HTTP check — that can verify the touchpoint framework is operationally enforced, not just documented. For example: automated platform checks that flag overdue touchpoints before they breach SLA.