Start with Your Services

Most leaders bring AI into their internal functions first, because it feels like the easy win. This playbook argues the opposite: start with the services your customers actually pay for, describe each one properly, and only then hand it to an AI agent. It's my own system for standardizing AI services, grown out of years of moving government services online during administrative reform — and it fits business, non-profits, and public institutions alike. You get a clear sequence: answer the ten questions every leader should be able to answer before AI faces a customer, pick a safe first pilot, set how far the agent may act on its own, and write an AI Service Passport that doubles as manifesto, storefront, and system prompt. Treat it not as dogma but as a working template — a place to start as you find your footing with AI.