No one owns the journey from policy intent to the people it was meant to serve.
From those who wrote it to the many living with it: every voice, one spreadsheet, next business day.
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Summary
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People interviewed across 11 roles: Advisor to the Governor, State Policy Analyst, State Program Director, County Program Director, County Frontline Supervisor, County Eligibility Worker, Tribal Program Director, Tribal Frontline Supervisor, Tribal Eligibility Worker, Urban Nonprofit Frontline Worker, Rural Nonprofit Frontline Worker
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Gaps between policy intent and people's experiences
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No- or low-cost workarounds and improvements named across multiple roles
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The Tribal Eligibility Worker and Rural Nonprofit Frontline Worker were the only ones to share how no one is measuring client confusion with the changes. They said measuring it was needed to make improvements. The County Supervisor and County Eligibility Worker are sending renewal reminders through a separate personal app and uploading documents in batches at night when the portal runs faster, which no other roles named. An Urban Nonprofit Frontline Worker developed a workaround to pre-populate paper forms with a PDF editor: A client's personal information is typed once and repeats in all the correct categories across the necessary pages. All roles identified sending renewal notices by text in addition to email as a possible improvement.
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Summary
Gaps & Next Steps
All Voices
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Call. Share your experience. Find where the intent went.
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A policy expert calls
An automated interviewer asks what the policy intends, what is blocking it and what improvements people have tried or imagined. About 20 minutes, whenever works.
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5 to 500 people invited
Everyone along the policy implementation pathway can get the same invitation to call when they want to share their experiences.
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Emailed the next business day
A spreadsheet arrives the next business day. It shows the gaps between policy and practice, names no- or low-cost improvements to test and learn from quickly.
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Private by Design
No PII is requested. Recordings deleted within three days. No audio or transcript is shared or used to train AI models.
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Below no-bid threshold
No RFP required for most state and local jurisdictions so teams can move quickly. Philanthropic, nonprofit, business, advocacy and academic partners working to advance the public good are welcome to reach out.
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Three tabs. No new software.
No learning curve. No login. The spreadsheet opens in the tools your team already uses.
What the gap between policy intent and practice looks like from inside it.
The feedback loop breaks down
The people closest to what is broken can struggle to flag what needs fixing to those upstream.
Metrics become the mission
Success may get measured by what is easy to count. The experiences of frontline teams, clients and residents can go uncounted.
Traditional evaluation takes years
By the time findings arrive, the window to help has already closed.
The data tracks who stopped coming.
It does not track why.
"Clients stopped coming in after the third required document. We kept hitting our processing targets."
County Eligibility Worker
We stand solidly behind the qualitative insights this service delivers. If policy experts find no new learnings or clear next steps to improve implementation and public service design, it is free.