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PUBLIC SECTOR
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Report against the standard you published.

Performance measured per service and per stage against the published standard, backlog and ageing, first-pass approval, applicant satisfaction and reporting to oversight bodies.

The problem

Public-sector performance reporting usually measures the whole journey and averages it, which hides both the stage causing delay and the cases that breached badly.

Measuring per stage changes the conversation: the slowest stage has an owner, and improvement becomes a specific assignment rather than a general instruction to be faster.

Core workflow

Transaction to accountable review.

01
Capture
Every stage transition timestamped.
02
Standard
Compared against the published commitment.
03
Stage view
Elapsed time per stage, per service.
04
Exception
Breaches and ageing routed to an owner.
05
Satisfaction
Applicant survey on decision.
06
Review
A cycle where the number changes the process.
What it covers

Service performance

Turnaround against standardStage-level elapsed timeFirst-pass approval rateReturns to applicantChannel mix and digital shift

Workload

Backlog and ageingCases over standardWorkload by officer and teamCapacity against demandEscalation volume

Accountability

Applicant satisfactionDecision consistencyAudit findings and closureReporting to oversight bodiesPublished performance data
Operational outcomes
Per stage
Measurement, not overall average
94.1%
Cases within published standard
−61%
Backlog over standard
Named owner
Every breaching stage

Ranges observed on Al Jawad engagements. Targets agreed in assessment.

Measure one service stage by stage.

We instrument one high-volume service and name the stage that produces most of the delay.