Outcome · Claims cycle time
A claim waits longest where nobody is certain who is allowed to decide it.
The days that go missing are rarely spent working the claim. They are spent in queues, in referrals with no owner, and in the pause between an automated answer and somebody willing to put their name to it.
The one metric
No pilot has run, so this page prints the metric rather than a number. It will be calibrated against the first pilot cohort, measured against that cohort’s own paired baseline lane, and this page updates when it is. We would rather show you an empty slot than a figure dressed as a measurement.
The one mechanism: the routing decision is itself a decision
Coverage, liability and litigation scores choose the automation depth and the room for each claim — and that choice is written down as an event carrying the autonomy tier it granted, so the routing can be argued about later (UC012, UC018).
The contested minority get a room whose seats argue from different evidence and a named chair whose ruling is a durable waitpoint rather than an email (UC022, UC028).
The straight-through lane still passes the gate. The time comes out of the queue, not out of the oversight — which is the only version of this number worth having (UC019).
[O]NX/services/nexus-orchestrator/src/routes/dispatch-routes.ts
[O]NX/services/nexus-workflows/src/services/governance.ts
Convening Triage + Graduated Escalation
A meta-decision agent scores each submission or claim and convenes the right room, the right chair and the right autonomy tier — and the routing decision is itself a logged event.
shipped(shipped)The one honest bound
WHAT THIS DOES NOT DO YET
- Tiers 3–5 of the dispatch ladder. Tiers 1 and 2 run in production.
Read plainly: the tiers carrying inline work and callback work with tenant data are in production, and the tiers above them — accelerated compute, long-running stateful runs, and the verified tier that fails closed — are designed. A claim needing one of those three today is a claim this lane routes to a human, which is slower and honest.
REFUSED
DEADLINE_EXCEEDED
When the queue cannot meet a decision deadline, the work escalates to a human lane and the breach is recorded on the day it happens.
A cycle-time number that improves because late work stopped being counted is the failure mode of every operational metric ever published. This one is loud instead: the breach is an event, and it lands in the same record as the decision it delayed.
Run it beside the lane you have
The only honest way to establish this number is a paired baseline: the same claim types, the same period, one lane governed and one lane as it is today. That is how the first pilots are instrumented, and it is why this page has an empty slot in it rather than a figure.