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Created February 20, 2026 19:04
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CCSQ Service Center - Concept of Operations (ConOps) Anchor Graphic
Raw
index.html
<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="UTF-8">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<title>CCSQ Service Center — Concept of Operations</title>
<link rel="preconnect" href="https://fonts.googleapis.com">
<link rel="preconnect" href="https://fonts.gstatic.com" crossorigin>
<link href="https://fonts.googleapis.com/css2?family=Source+Sans+3:wght@300;400;500;600;700;800;900&family=JetBrains+Mono:wght@400;500;600;700&display=swap" rel="stylesheet">
<style>
:root {
--white: #FFFFFF;
--bg: #F3F4F8;
--bg-warm: #F8F7F5;
--surface: #FFFFFF;
--surface-hover: #FAFBFD;
--border: #E2E5EC;
--border-light: #EDEEF2;
--border-strong: #CDD1DB;
--shadow-sm: 0 1px 3px rgba(15,23,42,0.04), 0 1px 2px rgba(15,23,42,0.03);
--shadow-md: 0 4px 16px rgba(15,23,42,0.06), 0 1px 3px rgba(15,23,42,0.04);
--shadow-lg: 0 12px 40px rgba(15,23,42,0.08), 0 4px 12px rgba(15,23,42,0.04);
--navy: #0F1D3A;
--navy-mid: #1E3056;
--navy-light: #2D4470;
--amber: #D97B0A;
--amber-bright: #F59E0B;
--amber-bg: #FEF7EC;
--amber-border: #FDE6B5;
--amber-text: #92510A;
--blue: #2563EB;
--blue-bright: #3B82F6;
--blue-bg: #EFF6FF;
--blue-border: #BFDBFE;
--blue-text: #1E40AF;
--teal: #0D9488;
--teal-bright: #14B8A6;
--teal-bg: #F0FDFA;
--teal-border: #99F6E4;
--teal-text: #115E59;
--violet: #7C3AED;
--violet-bright: #8B5CF6;
--violet-bg: #F5F3FF;
--violet-border: #DDD6FE;
--violet-text: #5B21B6;
--coral: #DC2626;
--coral-bright: #EF4444;
--coral-bg: #FEF2F2;
--coral-border: #FECACA;
--coral-text: #991B1B;
--emerald: #059669;
--emerald-bright: #10B981;
--emerald-bg: #ECFDF5;
--emerald-border: #A7F3D0;
--text-heading: #0F172A;
--text-body: #334155;
--text-secondary: #64748B;
--text-tertiary: #94A3B8;
}
* { margin: 0; padding: 0; box-sizing: border-box; }
body {
font-family: 'Source Sans 3', 'Segoe UI', Calibri, sans-serif;
background: var(--bg);
color: var(--text-body);
min-width: 1220px;
padding: 32px;
-webkit-font-smoothing: antialiased;
}
.main-container {
max-width: 1360px;
margin: 0 auto;
}
/* ════════════════ HEADER ════════════════ */
.header {
background: linear-gradient(135deg, var(--navy) 0%, var(--navy-mid) 60%, var(--navy-light) 100%);
border-radius: 16px 16px 0 0;
padding: 0;
overflow: hidden;
position: relative;
}
.header-accent {
height: 4px;
background: linear-gradient(90deg, var(--amber), var(--coral-bright), var(--violet-bright), var(--blue-bright), var(--teal-bright));
}
.header-inner {
display: flex;
align-items: center;
justify-content: space-between;
padding: 24px 36px;
}
.header-left { display: flex; align-items: center; gap: 18px; }
.header-logo {
width: 52px; height: 52px;
border-radius: 12px;
background: rgba(255,255,255,0.1);
border: 1.5px solid rgba(255,255,255,0.2);
display: flex; align-items: center; justify-content: center;
backdrop-filter: blur(8px);
}
.header-logo svg { width: 26px; height: 26px; color: rgba(255,255,255,0.9); }
.header-titles h1 {
font-size: 1.7rem;
font-weight: 800;
letter-spacing: -0.01em;
color: #fff;
line-height: 1.15;
}
.header-titles h1 span {
background: linear-gradient(135deg, var(--amber-bright), #FBBF24);
-webkit-background-clip: text;
-webkit-text-fill-color: transparent;
background-clip: text;
}
.header-titles .subtitle {
font-size: 0.82rem;
font-weight: 500;
color: rgba(255,255,255,0.5);
letter-spacing: 0.14em;
text-transform: uppercase;
margin-top: 3px;
}
.header-right { display: flex; align-items: center; gap: 10px; }
.header-badge {
font-family: 'JetBrains Mono', monospace;
font-size: 0.72rem;
font-weight: 600;
color: rgba(255,255,255,0.7);
background: rgba(255,255,255,0.08);
border: 1px solid rgba(255,255,255,0.12);
border-radius: 8px;
padding: 8px 14px;
backdrop-filter: blur(4px);
}
.header-status {
display: flex; align-items: center; gap: 7px;
font-size: 0.72rem;
font-weight: 600;
color: var(--teal-bright);
background: rgba(20,184,166,0.1);
border: 1px solid rgba(20,184,166,0.2);
border-radius: 8px;
padding: 8px 14px;
}
.header-status .pulse {
width: 7px; height: 7px;
border-radius: 50%;
background: var(--teal-bright);
animation: pulse 2s ease-in-out infinite;
}
@keyframes pulse {
0%, 100% { box-shadow: 0 0 0 0 rgba(20,184,166,0.5); }
50% { box-shadow: 0 0 0 6px rgba(20,184,166,0); }
}
/* ════════════════ CUSTOMERS BAR ════════════════ */
.customers-bar {
display: flex;
justify-content: space-between;
align-items: center;
background: var(--white);
border-left: 1px solid var(--border);
border-right: 1px solid var(--border);
padding: 14px 36px;
box-shadow: inset 0 -1px 0 var(--border-light);
}
.customer-group { display: flex; align-items: center; gap: 12px; }
.customer-label {
font-size: 0.74rem;
font-weight: 700;
letter-spacing: 0.1em;
text-transform: uppercase;
padding: 7px 18px;
border-radius: 8px;
white-space: nowrap;
}
.customer-label.staff {
color: #fff;
background: linear-gradient(135deg, var(--amber), var(--amber-bright));
box-shadow: 0 2px 8px rgba(217,123,10,0.25);
}
.customer-label.contractor {
color: #fff;
background: linear-gradient(135deg, var(--blue), var(--blue-bright));
box-shadow: 0 2px 8px rgba(37,99,235,0.25);
}
.app-tags { display: flex; gap: 7px; }
.app-tag {
font-family: 'JetBrains Mono', monospace;
font-size: 0.76rem;
font-weight: 600;
color: var(--text-heading);
background: var(--bg);
border: 1px solid var(--border);
padding: 6px 14px;
border-radius: 7px;
transition: all 0.2s;
}
.app-tag:hover {
border-color: var(--blue);
background: var(--blue-bg);
color: var(--blue);
}
.flow-arrow { color: var(--text-tertiary); font-size: 1.1rem; }
/* ════════════════ BODY LAYOUT ════════════════ */
.body-layout {
display: grid;
grid-template-columns: 1fr 370px;
background: var(--bg);
border-left: 1px solid var(--border);
border-right: 1px solid var(--border);
gap: 0;
}
.left-panel { padding: 20px; display: flex; flex-direction: column; gap: 14px; }
.right-panel {
padding: 20px;
display: flex; flex-direction: column; gap: 14px;
border-left: 1px solid var(--border);
background: linear-gradient(180deg, var(--bg-warm) 0%, var(--bg) 100%);
}
/* ════════════════ COMMUNICATION CHANNELS ════════════════ */
.comm-section {
background: var(--white);
border: 1px solid var(--border);
border-radius: 12px;
overflow: hidden;
box-shadow: var(--shadow-sm);
}
.comm-header {
display: flex; align-items: center; justify-content: center; gap: 14px;
padding: 14px 20px;
background: linear-gradient(135deg, #F8FAFF, #F0F4FF);
border-bottom: 1px solid var(--border-light);
}
.comm-header .line {
flex: 1; height: 1px; max-width: 80px;
background: linear-gradient(90deg, transparent, var(--border));
}
.comm-header .line:last-child {
background: linear-gradient(90deg, var(--border), transparent);
}
.comm-header .title {
font-size: 0.82rem;
font-weight: 700;
letter-spacing: 0.1em;
text-transform: uppercase;
color: var(--blue);
}
.channel-grid {
display: grid;
grid-template-columns: repeat(3, 1fr);
gap: 0;
}
.channel-card {
padding: 24px 16px 20px;
text-align: center;
transition: background 0.2s;
border-right: 1px solid var(--border-light);
position: relative;
}
.channel-card:last-child { border-right: none; }
.channel-card:hover { background: #FAFBFF; }
.channel-card .ch-icon {
width: 48px; height: 48px;
margin: 0 auto 12px;
border-radius: 12px;
display: flex; align-items: center; justify-content: center;
box-shadow: 0 4px 12px rgba(0,0,0,0.1);
}
.ch-icon.sn { background: linear-gradient(135deg, #22C55E, #16A34A); }
.ch-icon.cx { background: linear-gradient(135deg, #F97316, #EA580C); }
.ch-icon.di { background: linear-gradient(135deg, #3B82F6, #2563EB); }
.ch-icon svg { width: 22px; height: 22px; color: #fff; }
.channel-card .ch-name {
font-size: 0.9rem;
font-weight: 700;
color: var(--text-heading);
margin-bottom: 4px;
line-height: 1.25;
}
.channel-card .ch-desc {
font-size: 0.76rem;
color: var(--text-secondary);
line-height: 1.4;
}
/* ════════════════ SECTION CARDS ════════════════ */
.section-card {
background: var(--white);
border: 1px solid var(--border);
border-radius: 12px;
overflow: hidden;
box-shadow: var(--shadow-sm);
transition: all 0.25s;
position: relative;
}
.section-card:hover {
box-shadow: var(--shadow-md);
border-color: var(--border-strong);
}
/* Left accent strip */
.section-card .card-accent {
position: absolute;
top: 0; left: 0; bottom: 0;
width: 4px;
border-radius: 12px 0 0 12px;
}
.card-accent.amber { background: linear-gradient(180deg, var(--amber-bright), var(--amber)); }
.card-accent.blue { background: linear-gradient(180deg, var(--blue-bright), var(--blue)); }
.card-accent.teal { background: linear-gradient(180deg, var(--teal-bright), var(--teal)); }
.card-accent.violet { background: linear-gradient(180deg, var(--violet-bright), var(--violet)); }
.card-accent.coral { background: linear-gradient(180deg, var(--coral-bright), var(--coral)); }
.section-card-header {
display: flex;
align-items: center;
gap: 11px;
padding: 14px 18px 14px 22px;
border-bottom: 1px solid var(--border-light);
}
.section-icon {
width: 34px; height: 34px;
border-radius: 9px;
display: flex; align-items: center; justify-content: center;
flex-shrink: 0;
}
.section-icon svg { width: 18px; height: 18px; }
.section-icon.amber { background: var(--amber-bg); border: 1px solid var(--amber-border); }
.section-icon.amber svg { color: var(--amber); }
.section-icon.blue { background: var(--blue-bg); border: 1px solid var(--blue-border); }
.section-icon.blue svg { color: var(--blue); }
.section-icon.teal { background: var(--teal-bg); border: 1px solid var(--teal-border); }
.section-icon.teal svg { color: var(--teal); }
.section-icon.violet { background: var(--violet-bg); border: 1px solid var(--violet-border); }
.section-icon.violet svg { color: var(--violet); }
.section-icon.coral { background: var(--coral-bg); border: 1px solid var(--coral-border); }
.section-icon.coral svg { color: var(--coral); }
.section-card-header .title {
font-size: 0.86rem;
font-weight: 700;
letter-spacing: 0.04em;
text-transform: uppercase;
color: var(--text-heading);
}
.section-card-header .task-ref {
margin-left: auto;
font-family: 'JetBrains Mono', monospace;
font-size: 0.66rem;
font-weight: 500;
color: var(--text-tertiary);
background: var(--bg);
padding: 4px 10px;
border-radius: 5px;
border: 1px solid var(--border-light);
}
.section-card-body { padding: 14px 18px 16px 22px; }
.tag-list { display: flex; flex-wrap: wrap; gap: 8px; }
.tag {
font-size: 0.8rem;
font-weight: 500;
padding: 6px 14px;
border-radius: 7px;
transition: all 0.2s;
cursor: default;
}
.tags-amber .tag {
color: var(--amber-text);
background: var(--amber-bg);
border: 1px solid var(--amber-border);
}
.tags-amber .tag:hover { background: #FDF0D5; box-shadow: var(--shadow-sm); }
.tags-blue .tag {
color: var(--blue-text);
background: var(--blue-bg);
border: 1px solid var(--blue-border);
}
.tags-blue .tag:hover { background: #DBEAFE; box-shadow: var(--shadow-sm); }
.tags-teal .tag {
color: var(--teal-text);
background: var(--teal-bg);
border: 1px solid var(--teal-border);
}
.tags-teal .tag:hover { background: #CCFBF1; box-shadow: var(--shadow-sm); }
.tags-violet .tag {
color: var(--violet-text);
background: var(--violet-bg);
border: 1px solid var(--violet-border);
}
.tags-violet .tag:hover { background: #EDE9FE; box-shadow: var(--shadow-sm); }
.tags-coral .tag {
color: var(--coral-text);
background: var(--coral-bg);
border: 1px solid var(--coral-border);
}
.tags-coral .tag:hover { background: #FEE2E2; box-shadow: var(--shadow-sm); }
/* ════════════════ STRATEGIC ALIGNMENT ════════════════ */
.strat-card {
background: var(--white);
border: 1px solid var(--border);
border-radius: 12px;
overflow: hidden;
box-shadow: var(--shadow-sm);
position: relative;
}
.strat-card::before {
content: '';
position: absolute;
top: 0; left: 0; right: 0; height: 3px;
background: linear-gradient(90deg, var(--teal), var(--emerald-bright));
}
.strat-header { padding: 16px 18px 10px; text-align: center; }
.strat-header .title {
font-size: 0.82rem;
font-weight: 700;
letter-spacing: 0.08em;
text-transform: uppercase;
color: var(--teal);
}
.strat-body {
padding: 0 18px 18px;
display: flex; flex-wrap: wrap; gap: 8px; justify-content: center;
}
.strat-tag {
font-family: 'JetBrains Mono', monospace;
font-size: 0.74rem;
font-weight: 600;
color: var(--teal-text);
background: var(--teal-bg);
border: 1px solid var(--teal-border);
padding: 7px 16px;
border-radius: 7px;
transition: all 0.2s;
}
.strat-tag:hover { background: #CCFBF1; box-shadow: var(--shadow-sm); }
/* ════════════════ SLA METRICS ════════════════ */
.sla-card {
flex: 1;
background: var(--white);
border: 1px solid var(--border);
border-radius: 12px;
overflow: hidden;
display: flex; flex-direction: column;
box-shadow: var(--shadow-sm);
}
.sla-header {
padding: 14px 18px;
text-align: center;
background: linear-gradient(135deg, #FFFBF5, #FFF8EC);
border-bottom: 1px solid var(--border-light);
position: relative;
}
.sla-header .title {
font-size: 0.82rem;
font-weight: 700;
letter-spacing: 0.08em;
text-transform: uppercase;
color: var(--amber);
}
.sla-col-headers {
display: grid;
grid-template-columns: 1fr 82px 58px;
padding: 8px 18px;
background: var(--bg);
border-bottom: 1px solid var(--border-light);
}
.sla-col-headers span {
font-size: 0.64rem;
font-weight: 700;
letter-spacing: 0.08em;
text-transform: uppercase;
color: var(--text-tertiary);
}
.sla-col-headers span:nth-child(2),
.sla-col-headers span:nth-child(3) { text-align: center; }
.sla-body { padding: 2px 0; flex: 1; }
.sla-row {
display: grid;
grid-template-columns: 1fr 82px 58px;
align-items: center;
padding: 9px 18px;
transition: background 0.15s;
border-bottom: 1px solid var(--border-light);
}
.sla-row:last-child { border-bottom: none; }
.sla-row:hover { background: #FAFBFD; }
.sla-metric {
font-size: 0.78rem;
font-weight: 500;
color: var(--text-body);
line-height: 1.3;
}
.sla-value {
font-family: 'JetBrains Mono', monospace;
font-size: 0.78rem;
font-weight: 700;
text-align: center;
color: var(--emerald);
}
.sla-exceed {
font-family: 'JetBrains Mono', monospace;
font-size: 0.72rem;
font-weight: 600;
text-align: center;
color: var(--amber);
background: var(--amber-bg);
border: 1px solid var(--amber-border);
border-radius: 5px;
padding: 2px 6px;
}
.sla-row.new-metric .sla-value { color: var(--blue); }
.sla-row.new-metric .sla-exceed {
color: #fff;
background: linear-gradient(135deg, var(--blue), var(--blue-bright));
border: none;
font-weight: 700;
font-size: 0.62rem;
letter-spacing: 0.06em;
border-radius: 5px;
padding: 3px 8px;
}
/* ════════════════ FOOTER TIMELINE ════════════════ */
.footer-section {
background: var(--white);
border-left: 1px solid var(--border);
border-right: 1px solid var(--border);
border-top: 1px solid var(--border);
padding: 20px;
}
.timeline { display: flex; align-items: stretch; gap: 12px; }
.timeline-phase {
flex: 1;
text-align: center;
padding: 20px;
border-radius: 10px;
transition: all 0.25s;
position: relative;
overflow: hidden;
border: 1px solid var(--border);
}
.timeline-phase:hover { box-shadow: var(--shadow-md); }
.timeline-phase::before {
content: '';
position: absolute;
top: 0; left: 0; right: 0; height: 3px;
}
.timeline-phase:nth-child(1) { background: linear-gradient(180deg, #FFFBF5, var(--white)); }
.timeline-phase:nth-child(1)::before { background: linear-gradient(90deg, var(--amber), var(--amber-bright)); }
.timeline-phase:nth-child(2) { background: linear-gradient(180deg, #FFF5F5, var(--white)); }
.timeline-phase:nth-child(2)::before { background: linear-gradient(90deg, var(--coral), var(--coral-bright)); }
.timeline-phase:nth-child(3) { background: linear-gradient(180deg, #F0F9FF, var(--white)); }
.timeline-phase:nth-child(3)::before { background: linear-gradient(90deg, var(--blue), var(--blue-bright)); }
.timeline-phase .phase-num {
font-family: 'JetBrains Mono', monospace;
font-size: 0.68rem;
font-weight: 700;
letter-spacing: 0.12em;
text-transform: uppercase;
margin-bottom: 6px;
}
.timeline-phase:nth-child(1) .phase-num { color: var(--amber); }
.timeline-phase:nth-child(2) .phase-num { color: var(--coral); }
.timeline-phase:nth-child(3) .phase-num { color: var(--blue); }
.timeline-phase .phase-title {
font-size: 0.92rem;
font-weight: 700;
color: var(--text-heading);
margin-bottom: 4px;
line-height: 1.3;
}
.timeline-phase .phase-duration {
font-family: 'JetBrains Mono', monospace;
font-size: 0.74rem;
font-weight: 500;
color: var(--text-tertiary);
}
.timeline-connector {
display: flex; align-items: center; justify-content: center;
color: var(--text-tertiary);
font-size: 1.2rem;
flex-shrink: 0;
}
.timeline-connector svg { width: 20px; height: 20px; color: var(--text-tertiary); }
/* ════════════════ STATS BAR ════════════════ */
.stats-bar {
background: linear-gradient(135deg, var(--navy) 0%, var(--navy-mid) 60%, var(--navy-light) 100%);
border-radius: 0 0 16px 16px;
padding: 24px 36px;
display: flex;
justify-content: center;
gap: 0;
position: relative;
overflow: hidden;
}
.stats-bar::before {
content: '';
position: absolute;
top: 0; left: 0; right: 0; height: 3px;
background: linear-gradient(90deg, var(--amber), var(--coral-bright), var(--violet-bright), var(--blue-bright), var(--teal-bright));
}
.stat-item {
display: flex;
align-items: center;
gap: 14px;
padding: 0 40px;
position: relative;
}
.stat-value {
font-size: 2.1rem;
font-weight: 900;
line-height: 1;
}
.stat-item:nth-child(1) .stat-value { color: var(--teal-bright); }
.stat-item:nth-child(3) .stat-value { color: var(--teal-bright); }
.stat-item:nth-child(5) .stat-value { color: var(--amber-bright); }
.stat-label {
font-size: 0.8rem;
font-weight: 500;
color: rgba(255,255,255,0.55);
line-height: 1.3;
max-width: 160px;
}
.stat-divider {
width: 1px;
height: 44px;
background: linear-gradient(180deg, transparent, rgba(255,255,255,0.12), transparent);
}
/* ════════════════ ANIMATIONS ════════════════ */
@keyframes fadeUp {
from { opacity: 0; transform: translateY(18px); }
to { opacity: 1; transform: translateY(0); }
}
.header { animation: fadeUp 0.6s cubic-bezier(0.16, 1, 0.3, 1) both; }
.customers-bar { animation: fadeUp 0.5s cubic-bezier(0.16, 1, 0.3, 1) 0.06s both; }
.comm-section { animation: fadeUp 0.5s cubic-bezier(0.16, 1, 0.3, 1) 0.1s both; }
.left-panel .section-card:nth-child(2) { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.16s both; }
.left-panel .section-card:nth-child(3) { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.2s both; }
.left-panel .section-card:nth-child(4) { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.24s both; }
.left-panel .section-card:nth-child(5) { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.28s both; }
.left-panel .section-card:nth-child(6) { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.32s both; }
.strat-card { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.14s both; }
.sla-card { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.2s both; }
.footer-section { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.36s both; }
.stats-bar { animation: fadeUp 0.45s cubic-bezier(0.16, 1, 0.3, 1) 0.4s both; }
</style>
</head>
<body>
<div class="main-container">
<!-- HEADER -->
<div class="header">
<div class="header-accent"></div>
<div class="header-inner">
<div class="header-left">
<div class="header-logo">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.5">
<path d="M12 2L2 7l10 5 10-5-10-5zM2 17l10 5 10-5M2 12l10 5 10-5"/>
</svg>
</div>
<div class="header-titles">
<h1><span>CCSQ</span> Service Center</h1>
<div class="subtitle">LOB &amp; ADO Customers — Concept of Operations</div>
</div>
</div>
<div class="header-right">
<div class="header-status"><div class="pulse"></div> Active</div>
<div class="header-badge">ConOps v2.0 · FY2026</div>
</div>
</div>
</div>
<!-- CUSTOMERS BAR -->
<div class="customers-bar">
<div class="customer-group">
<div class="customer-label staff">CMS Staff</div>
<span class="flow-arrow">→</span>
<div class="app-tags">
<span class="app-tag">QualityNet</span>
<span class="app-tag">HQR</span>
<span class="app-tag">QPP</span>
<span class="app-tag">EORS</span>
</div>
</div>
<div class="customer-group">
<div class="app-tags">
<span class="app-tag">QIES</span>
<span class="app-tag">EPCS</span>
<span class="app-tag">COP</span>
</div>
<span class="flow-arrow">←</span>
<div class="customer-label contractor">CMS Contractors</div>
</div>
</div>
<!-- BODY -->
<div class="body-layout">
<div class="left-panel">
<!-- Communication Channels -->
<div class="comm-section">
<div class="comm-header">
<div class="line"></div>
<div class="title">Communication Channels</div>
<div class="line"></div>
</div>
<div class="channel-grid">
<div class="channel-card">
<div class="ch-icon sn">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><rect x="3" y="3" width="18" height="18" rx="3"/><path d="M9 12h6M12 9v6"/></svg>
</div>
<div class="ch-name">ServiceNow Self Service Portal</div>
<div class="ch-desc">Support Central, CARL, Self Service Portal, Other Services</div>
</div>
<div class="channel-card">
<div class="ch-icon cx">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><path d="M22 16.92v3a2 2 0 01-2.18 2 19.79 19.79 0 01-8.63-3.07 19.5 19.5 0 01-6-6 19.79 19.79 0 01-3.07-8.67A2 2 0 014.11 2h3a2 2 0 012 1.72c.12.8.3 1.58.55 2.33a2 2 0 01-.45 2.11L8.09 9.91a16 16 0 006 6l1.27-1.27a2 2 0 012.11-.45c.75.25 1.53.43 2.33.55A2 2 0 0122 16.92z"/></svg>
</div>
<div class="ch-name">CXone IVR Service Center</div>
<div class="ch-desc">Phone, Email, Chat &amp; Fax</div>
</div>
<div class="channel-card">
<div class="ch-icon di">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><path d="M4 4h16c1.1 0 2 .9 2 2v12c0 1.1-.9 2-2 2H4c-1.1 0-2-.9-2-2V6c0-1.1.9-2 2-2z"/><polyline points="22,6 12,13 2,6"/></svg>
</div>
<div class="ch-name">Digital &amp; Internal Engagement</div>
<div class="ch-desc">Email, Fax &amp; Slack</div>
</div>
</div>
</div>
<!-- Service Desks -->
<div class="section-card">
<div class="card-accent amber"></div>
<div class="section-card-header">
<div class="section-icon amber">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><path d="M20 21v-2a4 4 0 00-4-4H8a4 4 0 00-4 4v2"/><circle cx="12" cy="7" r="4"/></svg>
</div>
<div class="title">Service Desks</div>
<div class="task-ref">Tasks 2.1.1 &amp; 2.1.2</div>
</div>
<div class="section-card-body">
<div class="tag-list tags-amber">
<span class="tag">Self-Service</span>
<span class="tag">Customer Satisfaction</span>
<span class="tag">Case &amp; Incident Management</span>
<span class="tag">Sentiment Analysis</span>
<span class="tag">Skill-Based Routing</span>
<span class="tag">Customer Advocacy</span>
</div>
</div>
</div>
<!-- Workforce Management -->
<div class="section-card">
<div class="card-accent blue"></div>
<div class="section-card-header">
<div class="section-icon blue">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><rect x="2" y="3" width="20" height="14" rx="2"/><line x1="8" y1="21" x2="16" y2="21"/><line x1="12" y1="17" x2="12" y2="21"/></svg>
</div>
<div class="title">Workforce Management</div>
<div class="task-ref">Tasks 2.1.1 &amp; 2.1.2</div>
</div>
<div class="section-card-body">
<div class="tag-list tags-blue">
<span class="tag">Scheduling</span>
<span class="tag">Forecasting</span>
<span class="tag">Upskilling</span>
<span class="tag">Crosstraining</span>
<span class="tag">Capacity Planning</span>
<span class="tag">Career Paths</span>
<span class="tag">Self-Managing Teams</span>
</div>
</div>
</div>
<!-- Learning & Development -->
<div class="section-card">
<div class="card-accent teal"></div>
<div class="section-card-header">
<div class="section-icon teal">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><path d="M2 3h6a4 4 0 014 4v14a3 3 0 00-3-3H2z"/><path d="M22 3h-6a4 4 0 00-4 4v14a3 3 0 013-3h7z"/></svg>
</div>
<div class="title">Learning &amp; Development</div>
<div class="task-ref">Task 2.1.3</div>
</div>
<div class="section-card-body">
<div class="tag-list tags-teal">
<span class="tag">Learning Pathways</span>
<span class="tag">Knowledge Base</span>
<span class="tag">Training</span>
<span class="tag">Quality Assurance</span>
</div>
</div>
</div>
<!-- Technology, Research & Innovation -->
<div class="section-card">
<div class="card-accent violet"></div>
<div class="section-card-header">
<div class="section-icon violet">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><circle cx="12" cy="12" r="3"/><path d="M19.4 15a1.65 1.65 0 00.33 1.82l.06.06a2 2 0 010 2.83 2 2 0 01-2.83 0l-.06-.06a1.65 1.65 0 00-1.82-.33 1.65 1.65 0 00-1 1.51V21a2 2 0 01-4 0v-.09A1.65 1.65 0 009 19.4a1.65 1.65 0 00-1.82.33l-.06.06a2 2 0 01-2.83-2.83l.06-.06A1.65 1.65 0 004.68 15a1.65 1.65 0 00-1.51-1H3a2 2 0 010-4h.09A1.65 1.65 0 004.6 9a1.65 1.65 0 00-.33-1.82l-.06-.06a2 2 0 012.83-2.83l.06.06A1.65 1.65 0 009 4.68a1.65 1.65 0 001-1.51V3a2 2 0 014 0v.09a1.65 1.65 0 001 1.51 1.65 1.65 0 001.82-.33l.06-.06a2 2 0 012.83 2.83l-.06.06A1.65 1.65 0 0019.4 9a1.65 1.65 0 001.51 1H21a2 2 0 010 4h-.09a1.65 1.65 0 00-1.51 1z"/></svg>
</div>
<div class="title">Technology, Research &amp; Innovation</div>
<div class="task-ref">Task 2.1.4</div>
</div>
<div class="section-card-body">
<div class="tag-list tags-violet">
<span class="tag">CI/CD</span>
<span class="tag">Interaction Analytics</span>
<span class="tag">Robotic Process Automation (RPA)</span>
<span class="tag">Security</span>
<span class="tag">AWS Services (Bedrock AI/ML, Transcribe, and more)</span>
</div>
</div>
</div>
<!-- Project & Quality Management -->
<div class="section-card">
<div class="card-accent coral"></div>
<div class="section-card-header">
<div class="section-icon coral">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><path d="M22 11.08V12a10 10 0 11-5.93-9.14"/><polyline points="22 4 12 14.01 9 11.01"/></svg>
</div>
<div class="title">Project &amp; Quality Management</div>
<div class="task-ref">All Tasks</div>
</div>
<div class="section-card-body">
<div class="tag-list tags-coral">
<span class="tag">Budget</span>
<span class="tag">Transition</span>
<span class="tag">Staffing</span>
<span class="tag">Project Reporting</span>
<span class="tag">QASP</span>
<span class="tag">SAFe</span>
<span class="tag">Risk &amp; Issues</span>
<span class="tag">Data Analytics</span>
<span class="tag">HCD/Business Requirements</span>
</div>
</div>
</div>
</div>
<!-- RIGHT PANEL -->
<div class="right-panel">
<div class="strat-card">
<div class="strat-header">
<div class="title">CCSQ Strategic Alignment</div>
</div>
<div class="strat-body">
<span class="strat-tag">iQIIG</span>
<span class="strat-tag">Q3 Collaboration Framework</span>
<span class="strat-tag">QMVIG</span>
<span class="strat-tag">ISG</span>
</div>
</div>
<div class="sla-card">
<div class="sla-header">
<div class="title">SLA &amp; Performance Metrics</div>
</div>
<div class="sla-col-headers">
<span>Metric</span>
<span>ID8Spark AQL</span>
<span>Exceeds</span>
</div>
<div class="sla-body">
<div class="sla-row">
<div class="sla-metric">Reopened Ticket Rate</div>
<div class="sla-value">&lt;8%</div>
<div class="sla-exceed">20%</div>
</div>
<div class="sla-row">
<div class="sla-metric">Avg. Speed of Answer (ASA) Vol &lt; 18,000</div>
<div class="sla-value">&lt;75s</div>
<div class="sla-exceed">17%</div>
</div>
<div class="sla-row">
<div class="sla-metric">Avg. Speed of Answer (ASA) Vol &gt; 18,000</div>
<div class="sla-value">&lt;300s</div>
<div class="sla-exceed">17%</div>
</div>
<div class="sla-row">
<div class="sla-metric">Abandon Rate</div>
<div class="sla-value">&lt;6.4%</div>
<div class="sla-exceed">13%</div>
</div>
<div class="sla-row">
<div class="sla-metric">Email Response Time (ERT)</div>
<div class="sla-value">&lt;7 Hrs</div>
<div class="sla-exceed">13%</div>
</div>
<div class="sla-row">
<div class="sla-metric">CX Surveys (CSAT)</div>
<div class="sla-value">&ge;94%</div>
<div class="sla-exceed">2%</div>
</div>
<div class="sla-row">
<div class="sla-metric">Quality Rating</div>
<div class="sla-value">&ge;96%</div>
<div class="sla-exceed">1%</div>
</div>
<div class="sla-row">
<div class="sla-metric">First Call Resolution (FCR)</div>
<div class="sla-value">&ge;85%</div>
<div class="sla-exceed">2%</div>
</div>
<div class="sla-row new-metric">
<div class="sla-metric">Customer Effort Scoring (CES)</div>
<div class="sla-value">&lt;4.0</div>
<div class="sla-exceed">NEW</div>
</div>
</div>
</div>
</div>
</div>
<!-- FOOTER TIMELINE -->
<div class="footer-section">
<div class="timeline">
<div class="timeline-phase">
<div class="phase-num">Phase 01</div>
<div class="phase-title">Continuity of Operations &amp; Assessment</div>
<div class="phase-duration">6 Months</div>
</div>
<div class="timeline-connector">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><polyline points="9 18 15 12 9 6"/></svg>
</div>
<div class="timeline-phase">
<div class="phase-num">Phase 02</div>
<div class="phase-title">Process Improvements &amp; Modernization Roadmap</div>
<div class="phase-duration">18 Months</div>
</div>
<div class="timeline-connector">
<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2"><polyline points="9 18 15 12 9 6"/></svg>
</div>
<div class="timeline-phase">
<div class="phase-num">Phase 03</div>
<div class="phase-title">Continuous Improvement</div>
<div class="phase-duration">Ongoing</div>
</div>
</div>
</div>
<!-- STATS BAR -->
<div class="stats-bar">
<div class="stat-item">
<div class="stat-value">25%</div>
<div class="stat-label">Call Deflection with Virtual Assist</div>
</div>
<div class="stat-divider"></div>
<div class="stat-item">
<div class="stat-value">25%</div>
<div class="stat-label">Reduction in Handle Time with Agent Assist</div>
</div>
<div class="stat-divider"></div>
<div class="stat-item">
<div class="stat-value">$2M+</div>
<div class="stat-label">Cost Savings with Staffing Efficiencies</div>
</div>
</div>
</div>
</body>
</html>
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