How do we get insight into service performance?
Einstein said:
“Not everything that can be counted counts, and not everything that counts can be counted”
We need to clearly define outcomes that people who we support want to achieve; and find ways of measuring this (Quantitatively or qualitatively). Then we need to use technology to layer this data with other data we hold like incidents, complaints, feedback, benchmarking etc.
Digital tools can present information to us, from which we can then use people to develop into insight. This isn’t dehumanising the process but using people where they have most value.
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