ESRE Engagement Delivery — Operational Playbook

This document defines how Crelligent delivers an ESRE engagement from the moment the contract is signed to the moment the client transitions into Phase 4. It is the operational backbone of the company's core service.

Delivery Principles

1. The diagnostic is sacred — never cut corners in Phase 1 because the client seems impatient. The quality of the diagnosis determines the quality of everything that follows.
2. Parallel, not sequential — business development does not stop because you are delivering. The pipeline you build during delivery becomes next quarter's revenue.
3. Document everything — every insight, every system map, every decision rationale is captured. This is how Crelligent's IP compounds.
4. The first engagement sets the standard — deliver the first engagement as though it will be reviewed by every future client. Because it will — it becomes your case study.

Phase 0 — Fit & Framing (Pre-Engagement)

Duration: 2 hours · Fee: Complimentary

Checklist

• Research the target organization (minimum 2 hours of preparation)
• Prepare a one-page Problem Hypothesis document
• Conduct the Fit & Framing session using the three-layer emotional architecture
• Write a one-page session reflection within 24 hours
• Send follow-up email summarising what you heard + proposing a specific next step
• Issue a one-page Problem Frame document and proposed engagement scope
• Make a clear go / no-go recommendation

Go / No-Go Criteria

Phase 1 — The Diagnostic

Duration: 4–6 weeks · Fee: ₦8M–₦20M

Week-by-Week Delivery Structure

Phase 1 Deliverables

1. Enterprise System Map — visual representation of the organization as an interconnected system
2. Constraint & Leverage Point Analysis — the 5–8 structural constraints most limiting performance
3. Risk & Failure Modes Brief — highest-probability failure scenarios if nothing changes
4. Clear Problem Frame — precise, agreed statement of the problem(s) the engagement will solve
5. Phase 2 Proposal — scoped and priced proposal for the Architecture phase

Contractor Activation

Phase 2 — The Architecture

Duration: 6–10 weeks · Fee: ₦20M–₦60M

Key Activities

• Business system redesign — operating model, commercial model, governance architecture
• Experience and product alignment — customer and employee journeys mapped to new system logic
• Data and decision intelligence design — data architecture, analytics, decision-support systems
• Minimum Viable System (MVS) design — fastest path to real value within 90 days
• Full Target Architecture — complete vision for the enterprise system at maturity

Phase 2 Deliverables

1. Target System Architecture — complete future-state design across all three systems domains
2. Minimum Viable System Blueprint — the 90-day fast-track version
3. Engineering & Platform Roadmap — technology build sequence with investment plan
4. Edge Integration Option — priced proposal for operational intelligence instrumentation

Phase 3 — The Build

Duration: 12–24 weeks · Fee: ₦40M–₦200M+

Key Activities

• Platform and product engineering — build or configure the technology platforms specified in Phase 2
• Data pipelines and analytics — build the data infrastructure, dashboards, and decision-support tools
• CX implementation — deploy redesigned customer and employee experiences
• Change enablement — communication, training, and adoption programmes for affected teams
• MVS launch — deploy the Minimum Viable System within 90 days and begin generating real value

Phase 3 Deliverables

1. Working systems — fully deployed, tested, and operating in production
2. Operational dashboards — real-time management intelligence across all redesigned domains
3. Trained internal teams — fully capable of operating and maintaining the new system
4. Transition to Operations package — documentation, runbooks, and handover support

Phase 4 — The Evolution (System Subscription)

Duration: Annual, ongoing · Fee: ₦3M–₦15M/month