Operations metrics

Current case work and observed preparation readiness. The new measures use recorded portal actions; unrecorded phone or email contact cannot be inferred.

No recorded manual chase to preparation · v1

Time to readiness includes customer and system waiting. First-upload success means a server-confirmed receipt, not scan or professional acceptance.

Coverage and exclusions

Service, form and tax year

Observed task completion · v1

One case counts once. Only explicit non-preview cases with a recorded authenticated intake are in this cohort. Portal delivery is separate from client collection and agency acceptance. Current waiting age is a live segment, not historical labor time.

Coverage and exclusions

Service, form and period

Professional review effort

Actual minutes recorded at professional review only. This excludes preparation, chasing, support and waiting time.

Existing operations measures

The older touchless measure keeps its previous staff-touch definition; it is separate from the observed no-chase cohort above.