Where services happen. Facilities, community locations, phone and SMS, web and apps, kiosks, wayfinding, and cross-channel access.

How work gets done. Staff capabilities, programs and services, workflows and pathways, referrals and handoffs, partner arrangements, and operational policy.

What enables the work. Systems, data, records, directories, case-management and referral tools, integrations, and cross-program information flows.

How work is directed and assessed. Decision rights, department standards, strategic policy, privacy and data governance, performance review, public reporting, partner accountability, and automated-decision safeguards.