Programme Promise Witness
Seal what citizens should say if a KPI lands; learn when voice leads numbers.
The job
Make every national-programme KPI testable against citizens' own words. Write down in advance what success should sound like, read it each quarter, reconcile every KPI where the official number and lived experience disagree, and build a record of how far citizen voice runs ahead of the official numbers.
The moment
At the stocktake the digital-first KPI glows green: 97% of services online, on target. The office opens the envelope sealed in January, which said had to go in person would fall below 3 per 1,000 conversations. It stands at 11, with 2,600 citizens saying the app sent them to a centre to finish. Stamp: DIVERGENT, seal intact. One reconciliation order reaches four agencies; two answer definition (the KPI counts launched services, not completed journeys) and the KPI is re-stamped v2 as a completion rate. Two quarters later the phrase is at 2.4 per 1,000 and the seal flips to WITNESSED. Then the chair opens Called It First: citizen voice crossed its sealed line 7 weeks before the official completion rate moved, the third KPI this year where citizens called it first.
What it does
- Seal a citizen signature
- Take the quarter's reading
- Issue one reconciliation order to all contributing agencies
- Record an agency's answer and version the KPI
- Thank the citizens who testified
- Print the Witness column
What you see
A stocktake room of sealed envelopes that open into rubber stamps, a Called It First lead timeline, and a Witness column printed into the annual programme report.
What it moves
Share of programme KPIs that are testable (WITNESSED or DIVERGENT) each quarter, and median weeks citizen voice led the official number.
Built for
- Executives & leadership
- Product & digital
- Citizens & customers
