Failure Demand Ledger
Price every e-service screen that sends citizens to the phone; prove it stopped.
The job
Prices every call, visit or post from citizens who gave up online against the screen that caused it. The owner answers for it, and it closes only when contacts fall, so digital failure stops hiding in the contact-centre budget and savings are audited.
The moment
The director general reads the platform's claim that renewing a vehicle registration online costs $4 per transaction. Counting the calls it causes, the true cost is $27, somewhere between $22 and $31.
The service drops from 3rd to 17th in the cost ranking. One screen, the insurance check, caused 4,100 calls and 9,800 citizen hours last quarter, and 40 citizens explain why.
The service owner commits to a fix on the spot.
Six weeks later, those calls are down a verified 64%, give or take 9 points. The true cost falls to $7, and 3,200 citizens who had called get a WhatsApp message inviting them to finish online.
What it does
- Commit a fix on a screen with a pre-registered verdict
- File the step defect with verbatims to the digital backlog
- Publish one approved interim workaround line
- Tell every reachable caller the step is fixed, with a link back online
- Dispute an attribution
- Issue the signed quarterly 'failure demand retired' statement
What you see
A slope-chart Receipt Reprint (sticker league vs true-cost league with rank swaps), a film strip of screens dripping into priced buckets, a fix card with a pre-registered stamp, a monthly settlement view and a signed quarterly PDF statement. Safe for the wall screen; every drop drills to verbatims.
What it moves
Money and citizen hours of avoidable contacts removed each quarter, signed off, the true cost per transaction for each service, and the share of completions done online without an assisted contact.
Built for
- Product & digital
- Contact-centre operations
- Executives & leadership
- Finance
