Loop Leak Brief
The closed loop as a dripping pipe; leadership plugs one leak weekly.
The job
Weekly, shows leadership where the loop from citizen report to confirmed fix loses the most people or time, and gets a decision. Agrees in advance what fixed means, proves next week whether the leak shrank, and logs each fix for the regulator report.
The moment
At 10:00 on Monday, leadership sees the process from citizen report to confirmed fix drawn as a leaking pipe. The biggest leak is at the last step: 31% of 412 fixes are never confirmed by the citizen.
The dispatch lead explains why: confirmation calls go out at 11:00, while residents are at work. The deputy approves evening calls instead.
The owner places one on the spot, and the room hears the voice agent reach a resident who opted in: "Yes, the light's fixed, thanks."
The next Monday the leak is down to 9% (of 398), and that point in the pipe is stamped as plugged, dated to the decision.
What it does
- Write the owner's pre-explanation
- Record the decision and set its target in advance
- Apply the decision (move the call window, assign an owner task)
- Place one live verification call in the room
- Send the one-line summary and the evidence pack
What you see
A one-page plumbing diagram that drips live during the weekly meeting, a stamp ledger of decisions, a one-line WhatsApp summary and a PDF evidence pack.
What it moves
The share of fixed reports the citizen confirms, the days citizens lose each week across the loop, and the days saved by each leadership decision, totalled quarterly.
Built for
- Executives & leadership
- Frontline staff
