[Daniel Brooks]

Login counts may rise even when the underlying service does not improve. What should a team be measuring?

[Sofia Bennett]

Accepted answer

Measure the service outcome first: completion rate, cycle time, error rate, backlog, user effort, accessibility barriers, and service reliability. Add adoption by role and workflow, support demand, data quality, security events, and cost against the pre-launch baseline. Set owners and review dates before launch. FAR Subpart 37.6 ties service performance to measurable quality, timeliness, quantity, and assessment methods.

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