Project Compass | Method
Shared facts
Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
Every date, name and number that appears on more than one page lives in one place. When a value changes, the change is made once and every page picks it up.
The facts file holds each value once, for example guardrails_gate, with a record of where it came from. Pages carry the token {{guardrails_gate}} in place of the date. The build replaces each token with the value and stops if a token is not defined. The check fails if a page still holds an old wording from the avoid list, so no page keeps an old date after it was fixed elsewhere.
The calendar
Checked against the Victorian Government school terms and Victorian public holidays 2027.
| Item | Current value | Source |
|---|---|---|
| Baseline version v0.1 | Fri 22 Jan 2027 | T1 |
| Checking loop, version v0.2 | Fri 29 Jan 2027 | T4 and T5 |
| UAT window (Labour Day, Mon 8 Mar, is paused) | Mon 8 Feb to Fri 12 Mar 2027 | E3 |
| UAT sign-off | Wed 17 Mar 2027 | E3 |
| Victorian school holidays, including Easter | Fri 26 Mar to Sun 11 Apr 2027 Updated v0.2 from T5 | Victorian Government |
| Wave 1 Victoria training | Tue 30 Mar to Fri 16 Apr 2027 Updated v0.2 from T5 | T1 and T5 |
| Compass Assist guardrails sign-off gate | Fri 9 Apr 2027 (was Fri 26 Mar 2027) Updated v0.2 from T5 | T5 |
| Wave 1 Victoria go-live | Mon 19 Apr 2027 | T1 |
| Wave 1 hypercare | Mon 19 Apr to Fri 30 Apr 2027 | T1 |
| Wave 2 NSW training | Mon 17 May to Fri 4 Jun 2027 | T1 |
| Wave 2 NSW go-live | Mon 7 Jun 2027 | T1 |
| Wave 2 hypercare (10 working days) | Mon 7 Jun to Mon 21 Jun 2027 | T1 |
| Handover to business as usual | Tue 22 Jun 2027 | T1 |
Headcounts by team and wave
| Team | Headcount | Wave 1 (Victoria and head office) | Wave 2 (NSW) |
|---|---|---|---|
| Contact centre | 350 | 200 (Docklands) | 150 (Parramatta) |
| Branch network | 600 | 340 (34 branches) | 260 (26 branches) |
| Business bankers | 80 | 45 | 35 |
| Complaints and advocacy | 40 | 40 | 0 |
| Operations | 120 | 120 | 0 |
| Risk and compliance | 25 | 25 | 0 |
| CRM platform team | 30 | 30 | 0 |
| L&D | 8 | 8 | 0 |
| Total | 1,253 (say "about 1,250") | 808 | 445 |
Source: the programme plan agreed in T1.
The ten stakeholders
| Name and role | Stance at v0.2 |
|---|---|
| Helen Marchetti, Chief Customer Officer, sponsor | Champion |
| Priya Raman, CIO | Supportive |
| Daniel Nguyen, Program director | Supportive |
| Tom Gallagher, Head of contact centre | Supportive, worried about shift cover |
| Aroha Williams, Head of branch network | Supportive |
| Richard Vance, Head of business banking | Conditional (was Resistant) Updated v0.2 from T4 |
| Fatima Haddad, Head of compliance | Cautious on AI |
| Louise Chen, Complaints manager | Supportive |
| Sam Petrovic, L&D lead | Supportive, stretched |
| Jorge Alvarez, Implementation partner lead, Northgate Digital | Supportive |
Business banker champions in Victoria: Isla Fraser, Dev and Karina (first names only). Added v0.2 from T4
The five processes
| No. | Process | System |
|---|---|---|
| 1 | Contact centre enquiry and case handling | Service Cloud |
| 2 | Branch customer servicing and onboarding | Financial Services Cloud |
| 3 | Business banking pipeline | Financial Services Cloud |
| 4 | Complaints and advocacy | Service Cloud |
| 5 | AI assistant use and approval | Compass Assist |
On Thu 28 Jan 2027 the steering catch-up moved the Compass Assist guardrails gate from Fri 26 Mar to Fri 9 Apr. One value changes in the facts file. Every page that shows the gate picks it up on rebuild.
Before
"guardrails_gate": "Fri 26 Mar 2027"
Source: Risk and compliance session, Tue 19 Jan 2027 (T3).
The pages that changed
| Page | Before | After |
|---|---|---|
| 05 Plan on a page | Gate: Fri 26 Mar 2027 | Gate: Fri 9 Apr 2027 |
| 15 Go/no-go | Approved by Fri 26 Mar 2027 | Approved by Fri 9 Apr 2027 |
| 17 Phased rollout | Gate marker in the week of 22 Mar | Gate marker in the week of 5 Apr |
| 19 Policy timeline | Sign-off gate, Fri 26 Mar 2027 | Sign-off gate, Fri 9 Apr 2027 (was Fri 26 Mar) |
| 20 Weekly status | Gate Fri 26 Mar | Gate Fri 9 Apr, ten days before go-live |
| 08 Solution overview | Approval gate before go-live on Fri 26 Mar | Approval gate before go-live on Fri 9 Apr |
Sources: T1, T3, T4, T5, E3 programme calendar.