Intervention & Outcome Tracking

Closing the loop from insight to action to measured outcome. Outcomes are described as observed or associated changes — attribution limits are stated on each card. All interventions are illustrative.

Owner5 of 5 interventions

Umm Salal recurring-complaint elimination (document checklist redesign + staff coaching)

Quality Assurance · Municipality Services · Umm Salal · initiated Mar 9, 2026

Completed

ProblemUmm Salal center generated the highest repeat-complaint rate nationally, driven by rejected applications.

Baseline

Citizen satisfaction79.3%

Repeat complaints / month86

Employee quality78

After

Citizen satisfaction88.4%

Repeat complaints / month32

Employee quality86

Measurement windowMar 10 - Jun 30 (16 weeks), vs 12-week pre-intervention baseline

Attribution: Improvement observed after the intervention within a stable demand period; other factors (seasonality, staffing changes) not fully controlled — estimated contribution, not proof of direct causation.

Expected outcomeRepeat complaints -35%

Actual outcomeObserved after intervention: repeat complaints -63%; satisfaction +9.1 pts

Lesson learnedRoot cause was unclear document requirements, not staff performance. Checklist redesign delivered most of the gain; coaching sustained it.

Next actionTransfer the playbook to Al Wakrah, which shows the same pre-intervention pattern.

Confidence

92%

Health appointment booking awareness campaign

CGB Communications + Health Services · Health Services · initiated Mar 31, 2026

Completed

ProblemDigital health-appointment booking was underused (54% share) despite being the fastest channel.

Baseline

Digital booking share54%

Positive sentiment41

After

Digital booking share72%

Positive sentiment63

Measurement windowApr 1 - Jun 15 (11 weeks), vs Q1 baseline

Attribution: Adoption gain coincided with the campaign window; the booking redesign shipped in March also contributed — estimated contribution shared between the two.

Expected outcomeDigital bookings +10%

Actual outcomeAssociated with digital bookings +18% and positive sentiment rising to 63 — but also generated unanswered FAQ volume

Lesson learnedCampaigns must launch with a staffed response plan — awareness converts to frustration when questions go unanswered.

Next actionApply the campaign-plus-response-plan pattern to the Kawader remediation launch.

Confidence

88%

Al Rayyan capacity relief (weekend hours + mobile units)

Service Center Operations · Al Rayyan · initiated Jul 5, 2026

In progress

ProblemAl Rayyan first-response time reached 2.4x the national average; both centers above design capacity.

Baseline

First-response time vs national2.4x

Regional satisfaction76.2%

After

First-response time vs nationalpending

Regional satisfactionpending

Measurement windowJul 6 - Aug 17 (6 weeks), first checkpoint 20 Jul

Attribution: Outcome will be read against the June baseline; summer demand seasonality is a known confounder.

Expected outcomeFirst-response time projected under 1.3x national average in 6 weeks

Actual outcomeNot yet measurable

Next actionTwo-week checkpoint on 20 Jul; escalate staffing if response time remains above 1.8x.

Confidence

78%

Labour Services 30-day response plan

Labour Services + CGB Government Performance · Labour Services · initiated Jul 8, 2026

In progress

ProblemWork-permit renewal complaints rose 46% week-over-week; entity sentiment negative for six consecutive weeks.

Baseline

Negative mentions / week1840

Entity sentiment-28

After

Negative mentions / weekpending

Entity sentimentpending

Measurement windowJul 9 - Aug 8 (30 days), weekly sentiment checkpoints

Attribution: Sentiment is influenced by external news cycles; recovery will be treated as associated with, not proven by, the response plan.

Expected outcomeScenario projects sentiment decline reversing within 3 weeks

Actual outcomeNot yet measurable

Next actionConfirm task-force staffing and daily public status cadence in week one.

Confidence

84%

Kawader app remediation sprint

CGB Digital · Civil Service Services · initiated Jul 7, 2026

Planned

ProblemKawader holds a verified 1.6-star App Store rating; registration failures dominate public reviews.

Baseline

App Store rating (verified)1.6★

Registration completion58%

After

App Store ratingpending

Registration completionpending

Measurement windowOne quarter from sprint start; store-rating checkpoint monthly

Attribution: Store ratings lag fixes; early reviews will still reflect the pre-fix experience.

Expected outcomeStore rating projected above 3 stars within one quarter

Actual outcomeNot yet measurable

Next actionShip upload hotfix + bilingual FAQ; respond to every store review within 72 hours.

Confidence

81%

In production, before/after windows would be locked at initiation and measured against control baselines to reduce attribution bias. Improvements shown are associated with the interventions, not proof of direct causation.