Administrative systems fail when they become better at preserving their own procedures than understanding or remediating the human realities those procedures were intended to address.
Tag: performance metrics
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Productive Misanthropy
Service delivery systems must model the environments they act within. This is unavoidable. Eligibility rules, risk categories, performance metrics, and compliance frameworks are all abstractions that allow action under constraint. The model is not the world. It is an interface that reduces complexity to something administrable. Over time, however, the interface acquires weight. The abstraction […]
