Client Satisfaction Trend
Quarterly score vs 80% departmental standard (n=4,218 in Q3)
Budget Breakdown
$18.2M spent of $26.4M annual — 62.5% benchmark for Q3-end
Top Complaint Categories
Quarterly client survey (n=4,218)
Unclear communications
28%
Reaching a live agent
19%
Digital Pilot vs Legacy
Launched October 2025 · 8,412 applications to date
Legacy
47 days
processing time
Digital
22 days
processing time
⚠ Flags: Uptake for 55+ clients only 11%. Three WCAG AA gaps — remediation scheduled Q4.
High-Risk Register
2 items currently rated HIGH
High Risk
CRM Migration Slippage
Timeline slipped 6 weeks. Now projected April instead of February. Drove $1.3M in unplanned IT costs.
High Risk
CS-03/04 Staff Retention
6 departures in Q2–Q3. Exit interviews cite workload and lack of career progression.
Staffing & Capacity
Salary envelope: $14.8M of $20.8M committed (71.2%)
23 new FTEs onboarding (still in training). 11 total vacancies — 4 posted for 120+ days. $400K overtime incurred during October backlog surge.
Needs Your Attention This Week
Items requiring executive decision or escalation
🚨
CRM Migration Recovery Plan
6-week delay puts April go-live at risk. Decide: add vendor resources or accept slipped timeline.
Urgent
🚨
CS-03/04 Retention Strategy
6 departures and growing. Propose career progression pathways and workload relief before Q4 exits.
Urgent
⚡
4 Stale Vacancies (120+ Days)
Review classification requirements or request staffing agency support to unblock hiring.
Watch
⚡
Budget Overspend Trajectory
6.4pts ahead of benchmark. Flag $1.3M IT + $400K OT costs; identify Q4 realignment options.
Watch
⚡
WCAG AA Compliance Gaps
3 accessibility issues on digital intake. Confirm Q4 remediation resourcing before wider rollout.
Watch