Charter on Trial
Every promise in your service charter tested each quarter, citizens as witnesses.
The job
Turns the agency's published customer service charter into promises tested each quarter against what citizens actually experienced. Each promise has an owner who pledges a fix, gets a verdict, and earns a public badge when it is kept.
The moment
Each promise in the agency's service charter is put on trial. Clause 3, "You will never be asked for a document the government already holds", is tested against the words of 1,412 citizens.
As three of their quotes appear on screen, the clause's owner pledges to fix it by 15 March.
At the next quarter's trial, mentions of this broken promise have fallen from 9.1% to 0.8% of feedback on that service, under its 2% limit. The clause is judged kept.
The few citizens who still hit the problem are quoted in a footnote, and a Kept badge goes live on the agency's public website that afternoon.
What it does
- Record pledge or contest
- Stamp verdict
- Place on probation
- Schedule re-trial
- Publish the KEPT badge on the customer help portal
- Generate the charter report
What you see
Courtroom docket over a charter scroll: wax-seal verdict stamps per clause, pledges before the citizens, a quarterly charter report and a public KEPT badge
What it moves
The share of charter promises confirmed as kept each quarter, and the median number of quarters it takes a broken promise to be kept.
Built for
- Executives & leadership
- Citizens & customers
