fix: Fleet Operator Incentives & Partner Program (implements #987 ) (closes #1008 )

2026-05-03 05:31:44 -04:00
4 changed files with 504 additions and 731 deletions
--- a/specs/fleet-operator-incentives.md
+++ b/specs/fleet-operator-incentives.md
@@ -1,108 +1,104 @@
-# Fleet Operator Incentives Program
+# Fleet Operator Incentives Specification

 ## Overview

-This document defines the incentive structure for certified fleet operators within the Timmy network. The goal is to align operator success with platform reliability and customer satisfaction.
+This document defines the incentive structures for fleet operators within the Timmy Home ecosystem. As part of Fleet Epic IV - Human Capital & Incentives, we establish clear motivation frameworks to ensure high performance, reliability, and growth of the fleet network.

-## Operator Tiers
+## 1. Incentive Tiers

-### Bronze Tier (Entry)
- Requirements: Complete operator certification, maintain 95%+ uptime
- Benefits: Base commission rates, access to standard routes
- Incentives: Performance bonus after 6 months of consistent service
+### Tier 1: Bronze Operator
+- **Eligibility**: New operators, < 3 months tenure
+- **Base Rate**: $0.15/task
+- **Monthly Cap**: $500
+- **Bonuses**:
+  - First 100 tasks completed: +$100
+  - 95%+ completion rate: +$50

-### Silver Tier (Growth)
- Requirements: 1+ year experience, 98%+ uptime, positive customer feedback >4.5/5
- Benefits: Higher commission tiers, priority dispatch, advanced route optimization
- Incentives: Quarterly performance bonuses, equipment subsidies
+### Tier 2: Silver Operator
+- **Eligibility**: 3-12 months tenure, >500 tasks completed
+- **Base Rate**: $0.22/task
+- **Monthly Cap**: $1,200
+- **Bonuses**:
+  - 98%+ completion rate: +$150
+  - Peak-hour availability (6-9 AM,YPES$150

-### Gold Tier (Elite)
- Requirements: 2+ years, 99%+ uptime, customer feedback >4.8/5, mentor 1+ new operator
- Benefits: Premium commission rates, exclusive high-value contracts, revenue sharing opportunities
- Incentives: Annual profit sharing, equity participation options
+### Tier 3: Gold Operator
+- **Eligibility**: >12 months tenure, >2000 tasks completed
+- **Base Rate**: $0.30/task
+- **Monthly Cap**: $2,500
+- **Bonuses**:
+  - 99%+ completion rate: +$300
+  - Training 2+ new operators: +$200/operator
+  - Weekend availability: +$200

-## Compensation Model
+### Tier 4: Platinum Operator
+- **Eligibility**: >24 months tenure, >5000 tasks completed, peer nomination
+- **Base Rate**: $0.40/task
+- **Monthly Cap**: Unlimited
+- **Bonuses**:
+  - Perfect attendance month: +$500
+  - Regional spot bonus: $100-$1000 (discretionary)
+  - Profit-sharing pool access (5% of net profits)

-### Base Commission Structure
- Bronze: 15% of gross route revenue
- Silver: 20% of gross route revenue
- Gold: 25% of gross route revenue
+## 2. Performance Metrics

-### Performance Bonuses
- **Uptime Bonus**: Additional 2-5% for exceeding tier uptime requirements
- **Customer Satisfaction**: 1-3% bonus for maintaining >4.7 average rating
- **Referral Bonus**: 5% of referred operator's first-year revenue (max $5,000)
- **Retention Bonus**: 10% of annual earnings after 3 years continuous service
+| Metric | Target | Measurement |
+|--------|--------|-------------|
+| Task Completion Rate | ≥98% | Daily rolling average |
+| Response Time | ≤5 min | 95th percentile |
+| Customer Rating | ≥4.8/5.0 | Rolling 30-day average |
+| Uptime/Availability | ≥90% | Weekly average hours active |
+| Safety Incidents | 0 | Zero tolerance |

-### Volume-Based Incentives
- Monthly tier multipliers based on completed deliveries:
-  - 100-200 deliveries: 1.0x base
-  - 201-500 deliveries: 1.1x base + $500 bonus
-  - 501+ deliveries: 1.2x base + $1,500 bonus
+## 3. Bonus Structures

-## Support & Resources
+### Quarterly Performance Bonus
+- Gold+ operators eligible
+- Tiered payouts based on combined metrics:
+  - Meets targets: $1,000
+  - Exceeds targets: $2,500
+  - Exceptional: $5,000

-### Included Benefits
- Fleet insurance discounts (up to 20% off standard rates)
- Maintenance partnerships (15% discount at certified shops)
- Fuel card program (5% cashback on fuel purchases)
- Technology subsidies (half off GPS/telematics equipment)
- Training stipend ($1,000 annually for certifications)
+### Referral Program
+- Refer new operator: $250 after their 50th task
+- Refer new partner business: $500 after first contract signed
+- Multi-tier: additional $100 for each referral that becomes Gold within 12 months

-### Operational Support
- 24/7 dispatch support
- Maintenance scheduling assistance
- Customer dispute resolution
- Compliance and regulatory guidance
+### Fleet Growth Bonus
+- Operators who expand their own fleet (add ≥3 additional verified operators under their mentorship):
+  - $1,000 per new operator added after 6-month probation
+  - Access to Platinum-tier benefits for 6 months

-## Quality Assurance
+## 4. Penalties & Adjustments

-### Monitoring Metrics
- Fleet uptime (target >99.5%)
- On-time delivery rate (target >98%)
- Customer satisfaction score (target >4.5/5)
- Incident rate (target <0.5% of deliveries)
- Maintenance compliance (target 100% scheduled maintenance adherence)
+- **Late task completion**: -$0.05 per late task (from base)
+- **Customer complaint (verified)**: -$25 per incident
+- **No-show without notice**: -$50 per incident
+- **Safety violation**: Tier demotion, retraining required

-### Evaluation Cycle
- Monthly performance reviews
- Quarterly tier reassessment
- Annual comprehensive evaluation
+## 5. Payment Schedule

-## Pathway to Certification
+- Weekly payouts (every Friday)
+- Direct deposit or cryptocurrency wallet
+- Detailed invoice with performance breakdown
+- Tax documents (1099) provided annually

-### Phase 1: Application & Vetting
- Submit operator application (see templates/operator-application.md)
- Background check and driving record review
- Vehicle inspection and insurance verification
- Initial training completion
+## 6. Review & Advancement

-### Phase 2: Trial Period (90 days)
- Limited route assignments
- Mentor operator pairing
- Weekly performance reviews
- Final evaluation and certification
+- Automatic tier review occurs monthly
+- Operators may request early review after meeting tier criteria
+- Appeals process available within 7 days of notification
+- Demotion notices include 14-day improvement window

-### Phase 3: Full Certification
- Receive tier assignment
- Access to full route network
- Begin earning full commission rates
+## 7. Partner Program Integration

-## Program Administration
-
- Program managed by Fleet Operations Team
- Quarterly operator council meetings
- Annual program review and adjustment
- Dispute resolution process documented in fleet-ops-runbook.md
-
-## Success Metrics (6-month targets)
-
- 3-5 active certified operators
- Operator churn <10% annually
- Fleet uptime >99.5%
- Partner channel >30% of leads
+Operators in Gold+ tiers are eligible for Partner Program benefits:
+- Access to premium client contracts
+- Co-marketing opportunities
+- Equipment leasing at preferred rates
+- Revenue share on referred business

 ---

-*Last updated: 2025-01-20*
-*Version: 1.0*
+*Last Updated: 2026-03-29*
+*Next Review: Quarterly*
--- a/specs/fleet-ops-runbook.md
+++ b/specs/fleet-ops-runbook.md
@@ -2,272 +2,148 @@

 ## Purpose

-This runbook provides standardized procedures for Fleet Operators to ensure consistent, reliable, and safe operations across the Timmy network.
+This runbook provides fleet operators with standard operating procedures (SOPs), escalation paths, and daily operational guidance for managing fleet tasks within the Timmy Home platform.

 ## Table of Contents

-1. [Daily Operations](#daily-operations)
-2. [Maintenance Procedures](#maintenance-procedures)
-3. [Incident Response](#incident-response)
-4. [Customer Service](#customer-service)
-5. [Compliance & Safety](#compliance--safety)
-6. [Communication Protocols](#communication-protocols)
-7. [Reporting Requirements](#reporting-requirements)
+1. [Daily Startup](#daily-startup)
+2. [Task Management](#task-management)
+3. [Communication Protocols](#communication-protocols)
+4. [Incident Response](#incident-response)
+5. [Vehicle & Equipment Checks](#vehicle--equipment-checks)
+6. [End-of-Day Procedures](#end-of-day-procedures)
+7. [Escalation Matrix](#escalation-matrix)
+8. [Contact Directory](#contact-directory)

 ---

-## Daily Operations
+## Daily Startup

-### Pre-Shift Checklist
+### Morning Briefing (5:45 AM - 6:00 AM)
+- [ ] Log into operator dashboard
+- [ ] Review daily task assignments
+- [ ] Check weather and traffic conditions
+- [ ] Confirm vehicle status (fuel, battery, maintenance)
+- [ ] Update availability status to "Active"

-**Vehicle Inspection:**
- [ ] Check tire pressure and condition
- [ ] Verify fluid levels (oil, coolant, brake fluid)
- [ ] Test lights, signals, and brakes
- [ ] Inspect for fluid leaks
- [ ] Verify GPS/telematics is operational
- [ ] Check emergency equipment (first aid kit, fire extinguisher, warning triangles)
+### Equipment Checklist
+- [ ] Mobile device charged (>80%)
+- [ ] Scanner/tablet functional
+- [ ] Connectivity tested (Wi-Fi & cellular)
+- [ ] PPE available (if required for task type)
+- [ ] First aid kit present in vehicle

-**Documentation:**
- [ ] Valid driver's license
- [ ] Vehicle registration and insurance
- [ ] Daily log (if required by jurisdiction)
- [ ] Route assignments and manifests
+## Task Management

-**System Checks:**
- [ ] Mobile app/driver app login
- [ ] Verify notification settings
- [ ] Check for route updates or alerts
- [ ] Confirm fuel level adequate for shift
+### Task Acceptance
+1. Review task details: location, time window, requirements
+2. Confirm capacity to accept
+3. Acknowledge task within 2 minutes
+4. Navigate to location using integrated GPS

-### Daily Reporting
+### On-Site Procedure
+- Arrive 5 minutes early
+- Scan QR code or enter PIN
+- Complete required verification steps
+- Perform task according to SOP checklist
+- Capture completion evidence (photo/video if required)
+- Obtain customer signature if applicable
+- Mark task complete in system

-**End-of-Shift Requirements:**
-1. Complete delivery logs in system
-2. Report any vehicle issues immediately
-3. Submit fuel receipts if using company card
-4. Document any incidents or near-misses
-5. Confirm all assigned routes completed
-
-**Daily Metrics to Track:**
- Total miles driven
- Deliveries completed
- Fuel consumption
- Any incidents or delays
- Customer feedback received
-
-## Maintenance Procedures
-
-### Preventive Maintenance Schedule
-
-| Maintenance Item | Interval | Responsible Party |
-|-----------------|----------|------------------|
-| Oil change | Every 5,000 miles / 6 months | Operator (track) |
-| Tire rotation | Every 7,500 miles | Maintenance partner |
-| Brake inspection | Every 10,000 miles / 6 months | Certified shop |
-| Fluid flush | Per manufacturer schedule | Maintenance partner |
-| Safety inspection | Quarterly | Fleet manager |
-
-### Maintenance Process
-
-**Routine Maintenance:**
-1. Schedule maintenance through approved vendor network
-2. Notify dispatch of maintenance window (minimum 24 hours)
-3. Document maintenance in fleet management system
-4. Submit receipt/invoice for reimbursement (if pre-approved)
-5. Update vehicle records
-
-**Emergency Repairs:**
-1. Contact 24/7 Fleet Support immediately
-2. Use nearest approved vendor when possible
-3. Document issue with photos/video
-4. Complete incident report within 24 hours
-
-### Vehicle Documentation
-
-Maintain in vehicle at all times:
- Registration documents
- Insurance certificate
- Inspection records
- Maintenance log
- Emergency contact information
-
-## Incident Response
-
-### Incident Categories
-
-**Level 1 - Minor:**
- Late delivery (<15 min)
- Minor vehicle damage (<$500)
- Customer complaint (non-safety)
-
-**Level 2 - Moderate:**
- Accident with no injuries
- Vehicle damage ($500-$5,000)
- Significant delivery delay (>1 hour)
- Safety concern reported
-
-**Level 3 - Severe:**
- Accident with injuries
- Vehicle damage (>$5,000)
- Theft or vandalism
- Regulatory violation
- Service interruption affecting multiple customers
-
-### Response Procedures
-
-**For All Incidents:**
-1. Ensure safety first - move to safe location if needed
-2. Contact appropriate authorities if required (police, EMS)
-3. Notify Fleet Support IMMEDIATELY (24/7 hotline)
-4. Document with photos/video when safe
-5. Complete official incident report within 24 hours
-
-**Accident Procedure:**
-1. Check for injuries, call 911 if needed
-2. Exchange information with other party
-3. Document: location, time, weather, damages, witnesses
-4. Do NOT admit fault or discuss details beyond exchange of info
-5. Contact Fleet Support for guidance on towing/repairs
-6. File police report if required by law
-
-**Customer Complaint:**
-1. Listen actively and document concerns
-2. Apologize for any inconvenience
-3. Escalate to Fleet Support for resolution guidance
-4. Follow up with customer within 24 hours (if directed)
-5. Document resolution in CRM
-
-## Customer Service Standards
-
-### Delivery Expectations
-
-**Timing:**
- Arrive within scheduled window ±10 minutes
- Notify customer of delays >15 minutes
- Complete delivery process within 10 minutes of arrival
-
-**Professionalism:**
- Wear company-branded attire when required
- Greet customer courteously
- Follow delivery protocols (signature, photo proof, etc.)
- Leave delivery location clean
-
-**Communication:**
- Use provided customer communication templates
- Respond to customer messages within 30 minutes during business hours
- Escalate customer issues to support team promptly
-
-### Service Recovery
-
-If service failure occurs:
-1. Immediate acknowledgment of issue
-2. Offer appropriate compensation (based on policy)
-3. Escalate to supervisor if needed
-4. Document in CRM with resolution details
-5. Follow up to ensure customer satisfaction
-
-## Compliance & Safety
-
-### Regulatory Compliance
-
-Maintain current:
- Commercial driver's license (if required)
- Vehicle registration and inspection
- Insurance coverage meeting minimum requirements
- Hours of service logs (if applicable)
-
-### Safety Requirements
-
-**Personal Protective Equipment:**
- High-visibility vest when loading/unloading
- Steel-toe boots in warehouse environments
- Gloves for handling freight
-
-**Safe Driving:**
- Obey all traffic laws
- No texting or handheld device use while driving
- Take breaks every 2-3 hours on long routes
- Never drive impaired
-
-**Load Security:**
- Properly secure all cargo
- Check load stability before departure
- Recheck after first 10 miles
- Use appropriate tie-downs for load type
-
-### Drug & Alcohol Policy
-
- Zero tolerance for impairment while on duty
- Random testing program participation required
- Report any concerns immediately
- Violations result in termination
+### Task Issues
+- **Location inaccessible**: Contact dispatch, document with photo
+- **Equipment failure**: Log issue, request replacement
+- **Customer not present**: Wait 15 min past scheduled time, then escalate
+- **Task cannot be completed**: Document reason, contact support immediately

 ## Communication Protocols

-### Primary Channels
+### Radio/Comms Etiquette
+- Use clear, concise language
+- Identify yourself and task ID at start of transmission
+- Acknowledge all dispatcher communications within 1 minute
+- Emergency communications use priority channel

-**Radio/Dispatch:**
- Primary communication for route updates and emergencies
- Keep radio volume at appropriate level
- Acknowledge all messages
+### Status Updates
+- Update status every 2 hours during shift
+- Immediate notification for delays >10 minutes
+- ETA changes communicated proactively

-**Mobile App:**
- Delivery instructions and customer communication
- Route navigation
- Check-in/check-out at locations
+## Incident Response

-**Emergency Hotline:**
- 24/7 for critical incidents
- Number: 1-800-FLEET-99 (1-800-353-3899)
- Use for accidents, breakdowns, safety issues
+### Incident Categories & Response Times

-### Communication Standards
+| Incident Type | Initial Response | Escalation Threshold |
+|---------------|-----------------|---------------------|
+| Vehicle accident | Immediate (911 + dispatch) | All accidents |
+| Task dispute | 5 minutes | Unresolved after 15 min |
+| Medical emergency | Immediate (911) | All emergencies |
+| Equipment loss/theft | 10 minutes | Police report required |
+| Route blocked | 15 minutes | Alternate not found |

- Use clear, professional language
- Identify yourself and location when calling
- Keep non-essential communication to minimum
- Document all significant communications
+### Incident Reporting Steps
+1. Secure safety (self and others)
+2. Contact appropriate emergency services if needed
+3. Notify dispatch/supervisor
+4. Document with photos/videos
+5. Complete incident form within 1 hour
+6. Follow up with written statement within 24 hours

-## Reporting Requirements
+## Vehicle & Equipment Checks

-### Daily Reports
- Delivery completion confirmation
- Mileage and fuel reports
- Any incidents or issues
+### Daily Pre-Trip Inspection
+- **Tires**: Pressure and condition
+- **Lights**: All operational
+- **Fluids**: Oil, coolant, washer fluid
+- **Brakes**: Functional test
+- **Battery**: Charge level (EVs) or condition
+- **Documentation**: Registration, insurance current

-### Weekly Reports
- Summary of completed deliveries
- Maintenance needs
- Customer feedback received
+### Weekly Maintenance
+- Full vehicle wash
+- Interior cleaning
+- Inventory check (supplies, PPE)
+- System software updates

-### Monthly Reports
- Vehicle inspection complete
- Training completion (if assigned)
- Performance metrics review
+## End-of-Day Procedures

-### Incident Reporting Timeline
+### Shift Closure (6:00 PM - 6:15 PM)
+- [ ] Complete all active tasks
+- [ ] Update status to "Ending Shift"
+- [ ] Submit daily report via dashboard
+- [ ] Log vehicle mileage
+- [ ] Charge all equipment
+- [ ] Vehicle parked in designated area

-| Incident Type | Reporting Deadline |
-|---------------|-------------------|
-| Accident (any) | Immediately (within 1 hour) |
-| Vehicle damage | Within 2 hours |
-| Customer complaint | Within 24 hours |
-| Near miss | End of shift |
-| Regulatory stop | Within 1 hour |
+### Reporting Requirements
+- Tasks completed: count and summary
+- Issue logs: any incidents or near-misses
+- Customer feedback: notable interactions
+- Equipment status: maintenance needed?
+- Suggestions for process improvements
+
+## Escalation Matrix
+
+| Situation | Contact | Method | Response Time |
+|-----------|---------|--------|---------------|
+| Technical failure | Tier 1 Support | Phone/App | 15 minutes |
+| Task dispute | Supervisor | Radio | 10 minutes |
+| Safety incident | Safety Officer | Phone (direct) | Immediate |
+| Payroll issue | Admin Team | Email | 24 hours |
+| Client complaint | Account Manager | Email | 1 hour |
+
+## Contact Directory
+
+| Role | Name | Phone | Email |
+|------|------|-------|-------|
+| Dispatch | — | +1-800-DISPATCH | dispatch@timmyhome.io |
+| Tier 1 Support | — | +1-800-SUPPORT | support@timmyhome.io |
+| Safety Hotline | — | +1-800-SAFETY | safety@timmyhome.io |
+| Fleet Manager | [Name] | [Phone] | [Email] |
+| Partner Relations | — | +1-800-PARTNERS | partners@timmyhome.io |

 ---

-## Support Resources
-
- **Fleet Support Hotline:** 1-800-FLEET-99 (1-800-353-3899) - 24/7
- **Maintenance Scheduling:** fleet-maint@timmy.example.com
- **Dispatch:** dispatch@timmy.example.com or radio channel 1
- **Safety Concerns:** safety@timmy.example.com (confidential)
- **IT Support:** it-support@timmy.example.com
-
---
-
-*Last updated: 2025-01-20*
-*Version: 1.0*
-*Approved by: Fleet Operations Director*
+*Runbook Version: 1.0*
+*Effective Date: 2026-03-29*
+*Next Review: Quarterly*
--- a/specs/templates/operator-application.md
+++ b/specs/templates/operator-application.md
@@ -1,258 +1,146 @@
-# Fleet Operator Application
+# Fleet Operator Application Template

 ## Personal Information

-**Full Legal Name:**
-[____________________________]
+**Full Legal Name**: _______________________________
+**Date of Birth**: _______________
+**SSN / Tax ID**: _______________
+**Contact Phone**: _______________
+**Email Address**: _______________
+**Physical Address**: _______________________________

-**Date of Birth:**
-[____________________________]
+## Employment Eligibility

-**Social Security Number:**
-[____________________________] *(Required for background check)*
+- [ ] I am legally authorized to work in the United States
+- [ ] I am at least 21 years of age
+- [ ] I possess a valid driver's license (Class: ______, State: ______)

-**Contact Information:**
- Phone: [____________________________]
- Email: [____________________________]
- Address: [____________________________]
-  City: [________________] State: [______] ZIP: [___________]
+## Driving & Vehicle Information

-**Emergency Contact:**
- Name: [____________________________]
- Relationship: [____________________________]
- Phone: [____________________________]
+### Driver's License
+- License Number: _______________
+- State: _______________
+- Expiration: _______________
+- Have you had any moving violations in the past 3 years? (Y/N): ______
+  - If yes, please explain: _______________________________
+
+### Vehicle Information
+- **Vehicle Year/Make/Model**: __________________________________
+- **Vehicle VIN**: ___________________________________________
+- **License Plate**: _________________________________________
+- **Vehicle Color**: _________________________________________
+- **Vehicle used for**: [ ] Personal [ ] Commercial [ ] Leased
+- **Insurance Provider**: _____________________________________
+- **Policy Number**: _________________________________________
+- **Coverage Limits**: $______ bodily injury / $______ property damage
+
+## Background Check Authorization
+
+I authorize Timmy Home and its affiliated entities to conduct a background check, including:
+
+- [ ] Criminal history (7-year lookback)
+- [ ] Motor vehicle records
+- [ ] Employment verification
+- [ ] Education verification
+- [ ] Credit check (if required)
+
+**Signature**: _______________________________ **Date**: _______________
+
+## Equipment & Technology
+
+### Required Equipment (check all that you possess)
+- [ ] Smartphone (iOS/Android) with data plan
+- [ ] Portable charger / power bank
+- [ ] Mount for phone in vehicle
+- [ ] Scanner/tablet (if applicable)
+- [ ] Other: _______________________________________________
+
+### Technical Proficiency
+Please rate your comfort level with the following (1-5):
+- Mobile applications: _____
+- GPS navigation: _____
+- Digital forms & documentation: _____
+- Photography for documentation: _____
+
+## Availability & Scheduling
+
+### Preferred Working Hours
+- [ ] Morning (5:00 AM - 12:00 PM)
+- [ ] Afternoon (12:00 PM - 8:00 PM)
+- [ ] Evening (8:00 PM - 12:00 AM)
+- [ ] Overnight (12:00 AM - 5:00 AM)
+- [ ] Weekends
+
+### Weekly Availability
+- Monday: _____ hours
+- Tuesday: _____ hours
+- Wednesday: _____ hours
+- Thursday: _____ hours
+- Friday: _____ hours
+- Saturday: _____ hours
+- Sunday: _____ hours
+
+**Total weekly availability**: _____ hours
+
+## Experience & Training
+
+### Previous Relevant Experience
+**Company**: ___________________________________________
+**Role**: _______________________________________________
+**Duration**: ___________________________________________
+**Key Responsibilities**: _______________________________
+
+**Company**: ___________________________________________
+**Role**: _______________________________________________
+**Duration**: ___________________________________________
+**Key Responsibilities**: _______________________________
+
+### Specialized Training
+- [ ] Commercial Driver's License (CDL)
+- [ ] Defensive Driving Course
+- [ ] First Aid / CPR Certified
+- [ ] OSHA Safety Training
+- [ ] Other: _____________________________________________
+
+## Incentive Program Preferences
+
+Which incentive components are most important to you? (Rank 1-5, 1=most important)
+- Base pay rate: _____
+- Task variety: _____
+- Flexible schedule: _____
+- Performance bonuses: _____
+- Tier advancement opportunities: _____
+
+## References
+
+### Professional Reference 1
+**Name**: ________________________________
+**Relationship**: _______________________
+**Company**: ___________________________
+**Phone**: _____________________________
+**Email**: _____________________________
+
+### Professional Reference 2
+**Name**: ________________________________
+**Relationship**: _______________________
+**Company**: ___________________________
+**Phone**: _____________________________
+**Email**: _____________________________
+
+## Agreement & Certification
+
+I certify that all information provided in this application is true and complete to the best of my knowledge. I understand that false or omitted information may result in termination of my operator agreement.
+
+I have read and agree to the Timmy Home Operator Agreement and related policies.
+
+**Applicant Signature**: _______________________________
+**Printed Name**: _____________________________________
+**Date**: _______________

 ---

-## Business Information
+*Application ID*: [Auto-generated]
+*Submission Date*: [Auto-filled]
+*Review Status*: Pending

-**Business Entity Type:**
- [ ] Sole Proprietorship
- [ ] LLC
- [ ] Corporation
- [ ] Partnership
- [ ] Other: _______________
-
-**Business Name:**
-[____________________________]
-
-**Tax ID/EIN:**
-[____________________________]
-
-**Years in Business:**
-[______]
-
-**Number of Vehicles:**
-[______]
-
-**Service Area(s):**
-[____________________________]
-
-**Insurance Provider:**
-[____________________________]
-
-**Policy Number:**
-[____________________________]
-
-**Coverage Limits:**
- Liability: $[____________]
- Cargo: $[____________]
- Physical Damage: $[____________]
-
---
-
-## Experience & Qualifications
-
-**Commercial Driving Experience:**
- Total years: [______]
- Type of vehicles operated: [____________________________]
- Primary cargo type: [____________________________]
-
-**Safety Record (Past 3 Years):**
- Accidents: [______]
- Moving violations: [______]
- DOT violations: [______]
-
-**Relevant Certifications:**
- [ ] CDL - Class: ______ Endorsements: _______________
- [ ] Hazmat endorsement
- [ ] TWIC card
- [ ] OSHA safety certification
- [ ] First aid/CPR certified
- [ ] Other: ________________
-
-**Fleet Management Software Experience:**
- [ ] Timmy platform (describe: ________________)
- [ ] Other TMS (list: ________________)
- [ ] None
-
---
-
-## Equipment & Fleet
-
-### Vehicle Inventory
-
-| Year | Make/Model | VIN | GVWR | Capacity (lbs) | Current Mileage | Condition |
-|------|-----------|-----|------|---------------|----------------|-----------|
-|      |           |     |      |               |                |           |
-|      |           |     |      |               |                |           |
-|      |           |     |      |               |                |           |
-
-**Average Vehicle Age:** [______]
-
-**Maintenance Records:** [_____] (years of available records)
-
-**Telematics/GPS Equipment:**
- [ ] Installed on all vehicles
- [ ] Installed on some vehicles (specify: ___________)
- [ ] Not installed
-
---
-
-## Operations & Capacity
-
-**Weekly Operating Hours:**
-[____________________________]
-
-**Driver Information:**
- Number of drivers: [______]
- Average driver experience: [______] years
-
-**Service Capabilities:**
- [ ] Local deliveries (<50 miles)
- [ ] Regional (50-500 miles)
- [ ] Long-haul (500+ miles)
- [ ] Temperature-controlled cargo
- [ ] Hazardous materials (with proper endorsements)
- [ ] White-glove/delicate handling
- [ ] Assembly/installation services
-
-**Special Equipment:**
- [ ] Liftgate
- [ ] Pallet jack
- [ ] Forklift
- [ ] Dollies
- [ ] Straps/binders
- [ ] Blankets/wrapping
- [ ] Other: ____________________
-
---
-
-## Financial Information
-
-**Annual Revenue (Last 3 Years):**
-
-| Year | Revenue | Notes |
-|------|---------|-------|
-| ____ | $____ | |
-| ____ | $____ | |
-| ____ | $____ | |
-
-**Bank Reference:**
- Bank Name: [____________________________]
- Account Manager: [____________________________]
- Phone: [____________________________]
-
-**Trade References:**
-1. [____________________________] - [____________________________]
-2. [____________________________] - [____________________________]
-3. [____________________________] - [____________________________]
-
---
-
-## Legal & Compliance
-
-**Legal Issues (Past 5 Years):**
- Describe any lawsuits, bankruptcies, or regulatory actions: [____________________________]
-
-**DOT Safety Rating:**
- [ ] Satisfactory
- [ ] Conditional
- [ ] Unsatisfactory
- [ ] Not rated
- If not satisfactory, please explain: [____________________________]
-
-**Insurance Claims (Past 3 Years):**
- Number: [______]
- Total amount: $[____________]
-
---
-
-## Certifications & Agreements
-
-### Operator Certification Agreement
-
-By signing below, applicant agrees to:
-
-1. Comply with all Timmy policies and procedures documented in fleet-ops-runbook.md
-2. Maintain required insurance coverage and certifications
-3. Adhere to scheduled maintenance requirements
-4. Report all incidents within required timelines
-5. Participate in performance review process
-6. Maintain professional standards in customer interactions
-7. Keep all required documentation current
-
-### Background Check Authorization
-
-I authorize Timmy to conduct background checks including:
- Criminal history
- Driving record
- Employment verification
- Credit check (if required for pricing)
-
-I understand that false information may result in immediate termination.
-
-**Signature:** _________________________________
-**Printed Name:** _________________________________
-**Date:** _________________________________
-
---
-
-## Checklist for Application Completion
-
-**Required Documents:**
- [ ] Completed application form (all sections)
- [ ] Copy of valid driver's license(s)
- [ ] Proof of insurance (certificate of insurance)
- [ ] Vehicle registration for all fleet vehicles
- [ ] Tax ID/EIN documentation
- [ ] Proof of business registration (if applicable)
-
-**Supporting Documents:**
- [ ] Driver qualification files
- [ ] Maintenance records (last 12 months)
- [ ] Safety program documentation
- [ ] Client references
- [ ] Financial statements (last 2 years)
- [ ] DOT safety rating documentation (if applicable)
-
---
-
-## Internal Use Only (Timmy Staff)
-
-**Application Received:** _______________
-**Initial Review Date:** _______________
-**Reviewer:** _______________________
-
-**Background Check:** _______________
-**Status:** [ ] Pass [ ] Fail [ ] Conditional
-
-**Insurance Review:** _______________
-**Status:** [ ] Meets requirements [ ] Needs adjustment
-
-**Vehicle Inspection:** _______________
-**Date:** _______________
-**Inspector:** _______________________
-
-**Final Decision:**
- [ ] Approved - Tier: ______ Start Date: _______________
- [ ] Denied - Reason: _________________________________
- [ ] Conditional - Requirements: _________________________________
-
-**Notified Applicant:** _______________
-**Follow-up Required:** [ ] Yes [ ] No
-
---
-
-*Application valid for 90 days from submission.*
-*Re-application permitted after 180 days if denied.*
+*Please email completed application to operators@timmyhome.io or submit via the operator portal.*
--- a/specs/templates/partner-report.md
+++ b/specs/templates/partner-report.md
@@ -1,209 +1,222 @@
-# Partner Monthly Performance Report
+# Partner Performance Report Template

-**Reporting Period:** [Month] [Year]
-**Partner Name:** [____________________________]
-**Partner ID:** [____________________________]
-**Report Due Date:** [____________________________]
+## Report Period
+
+**From**: _______________ **To**: _______________
+**Report Generated**: _______________
+**Report Owner**: _________________________________________

 ---

 ## Executive Summary

-| Metric | Current Month | Target | Variance | Trend |
-|--------|---------------|--------|----------|-------|
-| Leads Generated | ___ | ___ | ___% | [↗ ↘ →] |
-| Qualified Leads | ___ | ___ | ___% | [↗ ↘ →] |
-| Conversions | ___ | ___ | ___% | [↗ ↘ →] |
-| Revenue Share | $___ | $___ | ___% | [↗ ↘ →] |
-| Operator Placements | ___ | ___ | ___% | [↗ ↘ →] |
-
-**Highlights:**
- Key achievements this month: [____________________________]
- Challenges encountered: [____________________________]
- Focus areas for next period: [____________________________]
+### Period Highlights
+- Total tasks completed: _______________
+- Revenue generated: $_______________
+- Net promoter score (NPS): _______________
+- Completion rate: ______________%
+- Key achievements: _____________________________________________
+- Areas for improvement: _________________________________________

 ---

-## Lead Generation & Qualification
+## Partner Details

-### Lead Pipeline
-
-| Stage | Current Month | Cumulative This Quarter | Cumulative This Year |
-|-------|---------------|-------------------------|----------------------|
-| Initial Contacts | ___ | ___ | ___ |
-| Qualified Prospects | ___ | ___ | ___ |
-| Applications Received | ___ | ___ | ___ |
-| Under Review | ___ | ___ | ___ |
-| Certified Operators | ___ | ___ | ___ |
-| Active Operators | ___ | ___ | ___ |
-
-### Lead Source Breakdown
-
-| Source Type | Leads | Qualified | Conversion Rate |
-|-------------|-------|-----------|----------------|
-| Organic referrals | ___ | ___ | ___% |
-| Digital marketing | ___ | ___ | ___% |
-| Trade shows/events | ___ | ___ | ___% |
-| Cold outreach | ___ | ___ | ___% |
-| Other: ________ | ___ | ___ | ___% |
-| **Total** | ___ | ___ | ___% |
-
-**Conversion Funnel:**
-```
-Leads → Qualified → Application → Review → Certified → Active
-___  →   ___   →    ___     →   ___  →   ___    →   ___
-   ___%    ___%        ___%        ___%        ___%
-```
+**Partner Name**: _______________________________________________
+**Partner ID**: _______________
+**Partner Tier**: [ ] Bronze [ ] Silver [ ] Gold [ ] Platinum
+**Contract Start Date**: _______________
+**Account Manager**: _______________________________________________

 ---

-## Financial Performance
+## Volume Metrics

-### Revenue & Commission Share
-
-| Revenue Component | Amount | Partner Share % | Partner Share $ |
-|-------------------|--------|----------------|-----------------|
-| Operator base earnings | $______ | ___% | $______ |
-| Performance bonuses | $______ | ___% | $______ |
-| Volume incentives | $______ | ___% | $______ |
-| Referral bonuses | $______ | ___% | $______ |
-| Other incentives | $______ | ___% | $______ |
-| **Total** | $______ | | $______ |
-
-### Incentive Earned This Period
-
-| Incentive Type | Requirement | Status | Amount |
-|----------------|-------------|--------|--------|
-| Lead generation bonus | ___ qualified leads | [Met/Partial/Not Met] | $______ |
-| Conversion bonus | ___ certified operators | [Met/Partial/Not Met] | $______ |
-| Retention bonus | ___ operators >12 months | [Met/Partial/Not Met] | $______ |
-| Performance bonus | Operator KPIs met | [Met/Partial/Not Met] | $______ |
-| **Total Incentives** | | | $______ |
-
-**Total Partner Earnings (YTD):** $______
+| Metric | Current Period | Previous Period | Variance | Annual Target |
+|--------|----------------|-----------------|----------|---------------|
+| Tasks Assigned | ________ | ________ | ____% | ________ |
+| Tasks Completed | ________ | ________ | ____% | ________ |
+| Tasks Cancelled | ________ | ________ | ____% | ________ |
+| Avg. Tasks/Day | ________ | ________ | ____% | ________ |
+| Peak Day (tasks) | ________ | ________ | ________ | ________ |

 ---

-## Operator Placement & Performance
+## Financial Summary

-### Operator Roster
+| Category | Current Period | Previous Period | Variance | YTD Total |
+|----------|----------------|-----------------|----------|-----------|
+| Gross Revenue | $__________ | $__________ | ____% | $__________ |
+| Incentives Paid | $__________ | $__________ | ____% | $__________ |
+| Bonuses Awarded | $__________ | $__________ | ____% | $__________ |
+| Net Revenue* | $__________ | $__________ | ____% | $__________ |

-| Operator | Certified Date | Status | Monthly Revenue | Commission Tier | Uptime | Customer Rating |
-|----------|---------------|--------|----------------|----------------|--------|----------------|
-|          |               | Active/Terminated/On Leave | | | | |
-|          |               |        |                |                |        |                |
-|          |               |        |                |                |        |                |
+*Net Revenue = Gross Revenue - Incentives Paid - Bonuses Awarded

-### Operator Performance Summary
-
-**Tier Distribution:**
- Bronze: ___ operators
- Silver: ___ operators
- Gold: ___ operators
-
-**Key Performance Indicators:**
- Average operator uptime: ___% (Target: >99.5%)
- Average customer rating: ___/5.0 (Target: >4.5)
- Total deliveries this month: ___
- On-time delivery rate: ___%
-
-**Churn/Retention:**
- New operators this month: ___
- Terminated operators this month: ___
- Net change: ___ (Churn rate: ___%)
- Annual churn rate: ___% (Target: <10%)
+### Revenue Breakdown by Service Type
+- Standard Delivery: $__________ (____%)
+- Express Delivery: $__________ (____%)
+- White-Glove Service: $__________ (____%)
+- Other: $__________ (____%)

 ---

-## Partnership Health & Activity
+## Performance Quality Metrics

-### Marketing & Support Activities
+### Completion & Timeliness
+- **On-time Completion Rate**: ________% (Target: ≥95%)
+- **Average Completion Time**: ______ minutes (Target: ≤45 min)
+- **Tasks Completed Early**: ________ (____%)
+- **Tasks Completed Late**: ________ (____%)

-| Activity Type | Date | Description | Outcome |
-|---------------|------|-------------|---------|
-| Training session | | | |
-| Marketing event | | | |
-| Business review | | | |
-| Operator visit | | | |
-| Other: ________ | | | |
+### Quality Assurance
+- **Customer Satisfaction Score**: ______ / 5.0
+- **5-Star Rating Percentage**: ______%
+- **Complaints Received**: ________
+- **Complaints Escalated**: ________
+- **Quality Audit Pass Rate**: ______%

-### Resource Utilization
-
-**Marketing Materials Distributed:** ___
-**Training Sessions Conducted:** ___ (total hours: ___)
-**Support Tickets Resolved:** ___ (avg response: ___ hrs)
-**Co-op Marketing Funds Used:** $___ of $___ allocated
+### Operational Reliability
+- **Vehicle/Availability Uptime**: ______%
+- **System/App Uptime**: ______%
+- **Missed Tasks due to Equipment**: ________
+- **Route Adherence Score**: ______%

 ---

-## Issues & Concerns
+## Operator Team Performance

-**Operational Challenges:**
- [____________________________]
- [____________________________]
+### Team Composition
+| Tier | Count | Change from prev. period |
+|------|-------|--------------------------|
+| Bronze | ________ | [ ] ↑ [ ] ↓ ____ |
+| Silver | ________ | [ ] ↑ [ ] ↓ ____ |
+| Gold | ________ | [ ] ↑ [ ] ↓ ____ |
+| Platinum | ________ | [ ] ↑ [ ] ↓ ____ |
+| **Total** | ________ | ________ |

-**Operator Support Needs:**
- [____________________________]
- [____________________________]
-
-**Process Improvements:**
- [____________________________]
+### Operator Productivity
+- **Top Performer**: ______________________ (______ tasks)
+- **Average Tasks/Operator/Day**: ________
+- **New Operators Added**: ________
+- **Operators Terminated**: ________
+- **Operator Retention Rate**: ______%

 ---

-## Action Plan for Next Period
+## Customer & Client Insights

-### Immediate Priorities (Next 30 Days)
-1. _____________________________________________________
-2. _____________________________________________________
-3. _____________________________________________________
+### Top 5 Customers by Volume
+| # | Customer Name | Tasks | Revenue |
+|---|---------------|-------|---------|
+| 1 | ______________ | _____ | $_______ |
+| 2 | ______________ | _____ | $_______ |
+| 3 | ______________ | _____ | $_______ |
+| 4 | ______________ | _____ | $_______ |
+| 5 | ______________ | _____ | $_______ |

-### Quarterly Goals
-1. _____________________________________________________
-2. _____________________________________________________
-
-### Support Needed from Timmy
- [ ] Additional training resources
- [ ] Marketing materials
- [ ] Technical support
- [ ] Operational guidance
- [ ] Other: ______________________
+### Customer Feedback Themes
+- **Positive**: _______________________________________________________
+- **Negative**: _______________________________________________________
+- **Improvement Requests**: ___________________________________________

 ---

-## Partner Agreement & Acknowledgment
+## Incident & Issue Log

-By submitting this report, partner confirms:
+| Date | Incident Type | Description | Resolution | Cost Impact |
+|------|---------------|-------------|------------|-------------|
+| ______ | _____________ | ____________ | __________ | $__________ |
+| ______ | _____________ | ____________ | __________ | $__________ |
+| ______ | _____________ | ____________ | __________ | $__________ |

- All data provided is accurate and complete
- Partner has reviewed operator performance and taken appropriate actions
- Any issues identified have been addressed or have action plans
- Partner understands that continued participation is contingent on meeting program metrics
-
-**Partner Representative Signature:** _________________________________
-**Printed Name:** _________________________________
-**Title:** _________________________________
-**Date:** _________________________________
+**Total Incident Cost This Period**: $__________

 ---

-## Timmy Reviewer Notes
+## Compliance & Safety

-** Reviewed By:** _________________________________
-**Date:** _________________________________
-
-**Comments:**
-[____________________________]
-
-**Verification Status:**
- [ ] Data verified
- [ ] Discrepancies noted (see attached)
- [ ] Incentive calculation approved
- [ ] Follow-up required
-
-**Next Review Date:** _________________________________
+- Safety Training Completed: ________%
+- Safety Violations: ________
+- Near-Miss Reports: ________
+- Corrective Actions Outstanding: ________
+- Regulatory Compliance Status: [ ] Compliant [ ] Non-compliant

 ---

-*Report template version 1.0*
-*Reference: fleet-operator-incentives.md, fleet-ops-runbook.md*
+## Partner Program Benefits Utilization
+
+| Benefit | Utilized? | Frequency | ROI Assessment |
+|---------|-----------|-----------|----------------|
+| Co-marketing funds | [ ] Yes [ ] No | ________ | ________ |
+| Equipment leasing | [ ] Yes [ ] No | ________ | ________ |
+| Priority dispatch | [ ] Yes [ ] No | ________ | ________ |
+| Training program | [ ] Yes [ ] No | ________ | ________ |
+| Profit-sharing | [ ] Yes [ ] No | ________ | ________ |
+
+---
+
+## Review & Recognition
+
+### Performance Assessment
+**Overall Rating**: [ ] Exceeds Expectations [ ] Meets Expectations [ ] Needs Improvement
+
+**Strengths**:
+1. ___________________________________________
+2. ___________________________________________
+3. ___________________________________________
+
+**Areas for Development**:
+1. ___________________________________________
+2. ___________________________________________
+
+### Recognition & Awards
+- Employee of the Month: _________________________________
+- Safety Champion: ______________________________________
+- Customer Hero: _______________________________________
+
+---
+
+## Goals & Action Plan
+
+### Next Period Goals (30-60-90 day)
+
+| Goal Area | Objective | Success Metric | Owner | Due Date |
+|-----------|-----------|----------------|-------|----------|
+| Volume Growth | ______________________ | ______________ | ________ | ________ |
+| Quality Improvement | ______________________ | ______________ | ________ | ________ |
+| Safety | ______________________ | ______________ | ________ | ________ |
+| Training | ______________________ | ______________ | ________ | ________ |
+
+### Required Support from Timmy Home
+_________________________________________________________________
+_________________________________________________________________
+_________________________________________________________________
+
+---
+
+## Signatures
+
+**Partner Representative**: _______________________________________
+**Title**: ______________________ **Date**: _______________
+**Signature**: _______________________________________________
+
+**Timmy Home Account Manager**: _________________________________
+**Title**: ______________________ **Date**: _______________
+**Signature**: _______________________________________________
+
+---
+
+## Appendices
+
+- [ ] Appendix A: Detailed Task Log
+- [ ] Appendix B: Customer Feedback Samples
+- [ ] Appendix C: Financial Ledger
+- [ ] Appendix D: Incident Reports
+- [ ] Appendix E: Training Records
+
+---
+
+*Report classification: Confidential - Partner Eyes Only*
+*Template Version: 1.0*
+*Next review due: _______________*