Client Awareness & Communication
The first step in keeping a government client informed during a project.
What is informing the client early in the project?
The best time to brief a SAR to leadership.
What is when an issue exceeds internal resolution capabilities?
To formally provide the situation, actions taken, response/recommendation
What is the purpose of drafting both an escalation email and a ghost email?
Prevents recurrence and improves future performance.
What is the importance of capturing lessons learned after an escalation?
Delays, repeated blockers, or unresponsive stakeholders.
What are signs that an issue may require escalation?
The appropriate time to notify the client about a risk that could impact timelines or deliverables.
What is as soon as the risk is identified and validated?
The key elements to include in a SAR briefing.
What are Situation, Action, and Request/Recommendation?
The appropriate time to begin drafting your escalation email during issue resolution.
What is when internal mitigation has stalled or is no longer effective?
The proper way to document and share lessons learned with the client and team.
What is document on a shared drive and brief key stakeholders?
Team leads and technical SMEs.
Who should you consult internally before escalating to the customer?
Establishes credibility and prevents miscommunication.
How does providing regular updates help build trust with clients?
It ensures backing and removes internal bottlenecks.
How can leadership engagement influence the effectiveness of escalation?
It can create confusion or damage professional trust.
How can poor wording or tone in escalation emails affect outcomes?
They help correct systemic issues and reinforce standards.
What role do process improvements play after resolving an issue?
Ensuring the SAR, email draft, and all supporting data are ready.
What preparation steps are required before formally escalating an issue?