CASE 08 / Crisis Leadership + COOP
847 misrouted cases. No response plan.
The AI failure was operational. The absence of a human response structure made it a crisis.
UNLIT-reported case · Source notes belowCases misclassified over 72 hours
AI-integrated functions covered
Critical gaps surfaced in one simulation
Additional technology required
01 / THE CHALLENGE
The problem behind the problem.
A government agency used AI in document processing, constituent case routing and compliance monitoring. The collection describes a data-feed error that misclassified 847 cases in 72 hours. None of the three functions had a documented continuity plan.
Without a response protocol, command structure or communication chain, the agency spent its first 36 hours reacting. The engagement focused on restoring human control and making the next incident manageable.
02 / THE APPROACH
From diagnosis to daily practice.
- 01
Define continuity
Create manual fallback procedures, validation checkpoints, review triggers and restoration protocols for all three functions.
- 02
Write the incident playbook
Define an incident, notification sequence, first-day actions and escalation criteria.
- 03
Plan the communication
Set internal and external communication responsibilities, including what gets documented and who can approve an update.
- 04
Rehearse before the next event
Run a leadership tabletop exercise, record the gaps and adjust the plan.
THE TAKEAWAY
A continuity plan must say who can stop the process, how service continues and how people affected by the error are supported.
YOUR TURN / A PRACTICE SCENARIO
What would you do?
An automated routing error is affecting people right now. What is the strongest first response?
An educational scenario developed from the case theme; your selection is not a personality score or a finding about the original engagement.
FOR YOUR NEXT INTERNAL CONVERSATION
A scope you can discuss.
Use these outputs to frame a needs assessment, an internal proposal or a conversation with UNLIT. Define acceptance criteria, evidence and responsibilities before an engagement begins.
- Continuity plan for three functions
- AI incident response playbook
- Crisis communication protocol
- Tabletop exercise and gap register
TAKE THE NEXT DEGREE WITH YOU
Your decision. Your next move.
Use QUAD (Question, Understand, Analyze, Decide) to turn the idea into an action you can review.
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