Your delivery backlog isn't just full—it's overflowing with junk that will never see the light of day. And every day, more half-baked requests pile on top. Sound familiar? You're not managing a backlog; you're maintaining a digital landfill.

The harsh truth: most teams spend 40% of their capacity sorting through garbage requests that should never have entered their system in the first place. Meanwhile, the valuable work struggles for air beneath the weight of all that waste.

What if there was a simple fix? What if you could clean up your backlog and keep it clean moving forward? The solution isn't some fancy project management system or another Agile framework. It's something far more fundamental: installing the right gates at your intake points.

The Firmly Closed Gate: Setting Boundaries

The firmly closed gate represents a strict boundary between requests and delivery. It's locked, chained, and displays a clear "STOP" sign. This approach works when:

• Your team is overwhelmed with requests

• Quality of incoming work is consistently poor

• You need a reset to establish new standards

• Current processes lead to significant waste

With a firmly closed gate, all requests must go through formal channels and meet specific criteria before the gate opens. This might seem unfriendly, but it creates necessary discipline. The message is clear: "Nothing enters unless it meets our standards."

Organizations implementing this approach typically use formal intake forms, mandatory fields, approval workflows, and thorough validation checks. Every request is scrutinized before it can proceed to delivery.

The firmly closed gate often feels uncomfortable at first. Requesters accustomed to tossing ideas over the wall may push back. However, this temporary discomfort leads to better outcomes once people learn the new rules of engagement.

The Welcoming Gate: The Check-in Point

As processes mature and requesters learn what constitutes a quality handover, you can transition to a welcoming gate - a friendly checkpoint that maintains standards without creating frustration.

The welcoming gate is partially open but still has an attendant who verifies that incoming requests meet basic criteria. This represents:

• A balanced approach between control and flow

• Recognition of relationship and trust

• A lightweight process focused on essential requirements

• Educational opportunities when standards aren't met

With this approach, the gatekeeper serves as both validator and educator. The message changes to: "Welcome! Let's just make sure your request is ready for our team."

Organizations at this stage typically use intake checklists, quick review meetings, and light documentation requirements. The emphasis shifts from rigid control to helpful guidance, ensuring requesters understand why certain elements are necessary for successful delivery.

The welcoming gate creates a collaborative atmosphere where standards remain high but the process feels supportive rather than punitive. It's particularly effective when requesters have varying levels of experience with your process.

The Open Gate: Trust-Based Access

The open gate represents the ideal state for mature organizations with established relationships. The gate stands wide open, allowing free movement based on mutual trust and understanding. This approach works when:

• Requesters consistently deliver high-quality inputs

• Both sides understand and respect each other's needs

• Self-service tools and templates guide preparation

• A culture of quality exists across organizational boundaries

With an open gate, the focus shifts from controlling access to enabling flow. The implicit message becomes: "We trust you to bring in only what's ready."

Organizations operating with an open gate typically provide self-service tools, clear guidelines, and excellent documentation that requesters can use independently. Rather than inspecting every request, they monitor outcomes and provide feedback when issues arise.

The open gate doesn't mean abandoning standards - quite the opposite. It represents standards so embedded in the organizational culture that formal checkpoints become unnecessary. This frees delivery teams to focus on execution rather than validation.

Evolving Your Gates Over Time

Most organizations should expect to move through these gate styles as their delivery processes mature:

1. Start with a firmly closed gate to establish clear boundaries and expectations

2. Transition to a welcoming gate as requesters learn what constitutes quality input

3. Eventually evolve toward an open gate as mutual trust and understanding develop

The appropriate gate style depends on your current context. There's no shame in implementing a firmly closed gate when necessary, and no virtue in maintaining an open gate when quality suffers.

Remember that different business units or request types might warrant different gate styles simultaneously. Technical requests from your IT department might flow through an open gate, while ad-hoc requests from less frequent partners might require a welcoming gate with more guidance.

Implementing The Gate Principle

To apply this framework to your service delivery function:

1. Assess your current state honestly - which gate best describes your approach now?

2. Determine the appropriate gate style for your current context

3. Clearly communicate expectations to all stakeholders

4. Provide tools and templates that make compliance easier

5. Consistently enforce standards while educating requesters

6. Gradually evolve your gates as relationships and processes mature

By visualizing your intake process through these gate metaphors, you create a shared language that helps both requesters and delivery teams understand what's expected at handover points.

Remember that gates aren't barriers designed to make life difficult - they're boundaries that protect your delivery team's capacity and ensure they receive what they need to be successful. When implemented thoughtfully, the right gate at the right time improves outcomes for everyone involved.

What type of gate is currently protecting your service delivery function? Is it time for a change?