# Options and recommendation

## Recommendation

Proceed with **Option B: phased service orchestration**. It addresses the observed root causes without assuming a risky full replacement. Release 1 should improve intake quality, case creation, routing, acknowledgement, and event capture. Release 2 should add portal status, appointments, advanced queue rules, and management/equity reporting.

## Decision principles

- Automate deterministic checks; keep policy judgment with authorized staff.
- Never make digital access the only route.
- Use one authoritative case identifier across components.
- Capture events once and reuse them for communication and reporting.
- Pilot targets before treating them as benefits.
- Approve scope and a finance-validated cost/resource range before pilot authorization; do not infer affordability or ROI from the qualitative option screen.