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chrisallenlane

> citizen impact per employee.

Do you think it would actually possible to quantify this in a way that:

1. Accurately represented "reality"?

2. Couldn't/wouldn't be gamed?

Seems challenging to me.

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I think you can probably boil impact down to several key metrics:

1) How many people are affected by the work of this agency

2) How quickly are peoples' needs handled on average

3) How pleased are people with the work of this agency

I think you could trivially measure each of those.

How pleased people are this year, or in ten years time? There are lots of ways to make users happy in the short term at the expense of long term benefits.

If the police stopped arresting people then criminals would be much more pleased with their work

I've never seen any metric that can't be gamed somehow.

Choosing metrics to represent practical value, rather than let them be decided by profit-seekers, that's the real trick.

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