One queue, overdue firstEvery category carries a first-reply and a resolution target, so the work is ordered by what is late rather than by what arrived last.

The book is never copiedClients, policies, drivers and claims are read live from NowCerts with the agency’s own credentials. There is no local copy to go stale.

Writes are read backA write can report failure after succeeding, so every one is confirmed by reading it again, and never resent blindly.