Crew Cards
Every contractor as a trading card, cracked where claims outrun citizens' confirmations.
The job
Judges each maintenance contractor and in-house team on what residents confirmed, not what crews claimed, and gives the monthly review evidence that ends in a notice, closer monitoring, a penalty or reassigned work.
The moment
Each maintenance contractor appears on the wall as a trading card. The general manager deals them one by one, and a card cracks where claims outrun what residents confirmed.
One card splits wide open: the contractor claimed 98% of jobs fixed, but residents confirmed only 61%.
On the back, 23 residents say things like "they just threw sand in it". A notice goes to the contractor from the meeting, and $412,000 is withheld under clause 7.3 of the contract.
At next month's review the crack has healed: the confirmed rate is up a verified 22 points.
What it does
- Issue performance notice
- Place on watch
- Propose district reallocation
- Withhold penalty
- Reopen disputed job
- Open reopen evidence
What you see
Trading-card deck dealt on the wall (stats front, evidence back, crack as wide as the gap, foil for consistency) with a penalty ledger
What it moves
The fix rate confirmed by citizens for each contractor, the gap in points between claimed and confirmed fixes, and dollars withheld or recovered under contract terms.
Built for
- Operations
- QA, training & knowledge
- CX leaders & VoC
