
Decision context and operating model
The cooperative selects a specific member problem and a service that can produce a measurable result.
- Define recipient and use case
- Describe inclusions and exclusions
- Set brand and provider transparency
- Choose success measures

Required data and documents
A service brief records users, data, existing partners, expected volumes, support needs and commercial assumptions.
- Member journey and service promise
- Data and integration requirements
- Partner and support capacity
- Pricing and cost assumptions

Work programme and responsibilities
The operating design covers onboarding, permissions, service levels, corrections, communication and exit arrangements.
- Map delivery responsibilities
- Define data and access controls
- Set service and support levels
- Prepare member communication

Deliverables, pilot and rollout
A small pilot tests adoption, service quality, operating effort and commercial viability before scale-up.
- Clear white-label service scope
- Transparent provider roles
- Measured pilot performance
- Scalable support model