# IL 302 — Operating Model & RACI：填寫範例（SYN-CS-001）/ Filled Example (SYN-CS-001)

> 本範例使用合成案例 SYN-CS-001（示例公司「示範服務公司 A」），所有人物、產品與數據均為合成，不代表真實
> 企業、成功案例或實際收益。/ This example uses the synthetic case SYN-CS-001 (the example company "Demo
> Service Company A"); all people, products, and figures are synthetic and do not represent a real
> company, a real success story, or real financial results.

版本 / Version: v1.0（2026-09-26）

## 中文

### 系統與資料所有權

| 項目 | 所有權角色 | 交接程序 |
|---|---|---|
| 系統維運 | 技術管理員（合成角色） | 職位異動時，前任須完成至少兩週交接並移交系統操作手冊 |
| 資料所有權 | 客服部門流程負責人，會同隱私負責人 | 流程負責人異動時，由部門主管指派繼任者並複核既有資料分類 |
| 內容／知識更新核准 | 客服部門流程負責人核准，內容維運人員執行 | 內容維運人員異動時，由流程負責人重新指派並複核近三個月的更新紀錄 |
| 預算 | 客服部門年度營運預算 | 隨年度預算編列流程覆核，不隨個人異動 |

### 使用者支援層級

| 層級 | 角色與聯繫管道 | 處理範圍 |
|---|---|---|
| 第一線 | 客服人員本人，依教育訓練準則判斷 | 判斷 AI 輸出是否可信、是否需要轉人工 |
| 第二線 | 內部支援窗口（合成角色），內部工單系統 | 處理明確錯誤輸出與操作問題，記錄問題類型 |
| 第三線 | 技術管理員與隱私負責人 | 處理重複出現的系統性問題與權限缺口，決定是否暫停功能 |

### RACI

| 活動 | Responsible | Accountable | Consulted | Informed |
|---|---|---|---|---|
| 知識庫內容更新 | 內容維運人員 | 客服部門流程負責人 | 法務／合規（涉及政策變更時） | 客服團隊全體 |
| 使用者教育訓練排程 | 教育訓練負責人 | 客服部門流程負責人 | 技術管理員 | 參與訓練的使用者 |

## English

### System and data ownership

| Item | Owning role | Handover procedure |
|---|---|---|
| System operations | Technical administrator (synthetic role) | On a role change, the outgoing holder completes at least a two-week handover and passes on the operations manual |
| Data ownership | Customer-service process owner, with the privacy owner | On a change, the department head assigns a successor who re-verifies the existing data classification |
| Content/knowledge update approval | Approved by the customer-service process owner, executed by content operations staff | On a change, the process owner reassigns the role and re-verifies the last three months of update records |
| Budget | The customer-service department's annual operating budget | Reviewed through the annual budgeting process, not tied to any individual |

### User-support tiers

| Tier | Role and contact channel | Scope |
|---|---|---|
| First line | Customer-service agents, per training criteria | Judge whether AI output is trustworthy or needs human handoff |
| Second line | Internal support desk (synthetic role), internal ticketing system | Handle clearly wrong outputs and operational issues, log issue types |
| Third line | Technical administrator and privacy owner | Handle recurring systemic issues and access gaps, decide whether to pause a feature |

### RACI

| Activity | Responsible | Accountable | Consulted | Informed |
|---|---|---|---|---|
| Knowledge-base content update | Content operations staff | Customer-service process owner | Legal/compliance (when a policy change is involved) | The whole customer-service team |
| User-training schedule | Training lead | Customer-service process owner | Technical administrator | Users taking part in the training |