Watermelon Detector
Green on the scorecard, red in customers' words: split it open.
The job
Exposes performance measures that look green on the official scorecard but red in what customers say. Owners must answer the gap in writing, and the gap stays open until either the service or the measure's definition changes.
The moment
The official scorecard shows a measure in green, like the skin of a watermelon: 94% of cases handled on time.
The app splits it open to show the red inside: 3,100 citizens saying they are "still waiting".
At the review hearing, the owner's written note admits the clock stops every time a file moves to another department. The minister chooses to change the definition, and version 2 of the measure is issued.
The next month, the measure shows amber instead of green.
What it does
- Reconcile (ask the owner to explain)
- Amend the KPI definition
- Refresh reported KPIs from BI
- Send the hearing record
What you see
Split-watermelon scorecard with a split-screen hearing
What it moves
The number of measures that look green officially but red to customers, how big the gap is for each one, and how many definitions are changed each quarter.
Built for
- Executives & leadership
