Where practitioners go before they ask the agent.

What it is

We organize pages around the jobs people do, such as "I need to close a project," rather than around the structure of the policy. Each step cites the provision that controls it, inline at the end of the step (1 [FW] sec.6(5)(a)–(b)).

Delivery Desk content is authored in Jobs-to-Be-Done format. Each page begins with a task framed in the practitioner's voice — "I need to..." — and walks through the steps with inline citations to the Framework.

Why JTBD

Policy is organized for governance integrity. Practitioners do not think in policy structure. They think in tasks. JTBD bridges the two: every task page cites its governing policy section, so the framework remains the source of truth while the practitioner experience matches the way work actually happens.

Pattern features

• JTBD page template with consistent task headers, step structure, and citation blocks
• Inline framework citations on every page
• Related Policies block at the foot of every page
• No horizontal rules between sections — clean visual flow
• Page metadata configured for agent retrieval, not for human browsing
• SharePoint pages, not hosted files — pages return clickable URLs in the agent

How it works with the Framework and the agent

Delivery Desk pages translate and cite the Framework and never add, change, or remove a requirement (1 [FW] sec.2(5)(d)). When sources conflict, the order of precedence is Framework section text, then interpretations, then Delivery Desk pages, then templates and job aids (1 [FW] sec.2(5)(c)). A change to a page or tool runs under change control (8 [FW] sec.1(5)(b)). A change that would alter a requirement goes to amendment or interpretation instead (8 [FW] sec.1(5)(c)).

The PMO Delivery Desk is the agent's primary retrieval surface. Pages are structured to surface as cited URLs in conversational responses. The agent references Delivery Desk pages for procedural answers and Framework sections for policy authority.

This separation is deliberate. Practitioners receive task-focused guidance. Auditors and reviewers can trace every recommendation back to its governing standard.