How We Measure Impact
A transparent distinction between service activity, citizen experience and verified external outcomes.
Activity measures
- Requests and cases by category and geography
- Response, referral and follow-up activity
- Support channels used and language requested
Outcome measures
- Documented official response
- Verified access to a service or benefit
- Citizen-reported experience clearly labelled as self-reported
- Cases where no outcome could be verified
Privacy in reporting
Publish aggregated information. Small counts, sensitive categories and geographic detail should be suppressed where they could identify a person.