Completion
Confirm that the required application, document, appointment, plan, or referral was completed.
The unit that matters
Measure verified completion.
A visit, conversation, referral, or opened message can be useful—but none is the final outcome. Civya is designed around completed resident actions and visible institutional barriers.
Human outcomes and institutional performance can reinforce each other.
The measurement model is intended to help institutions understand completion, time to resolution, staff burden, failed outreach, unresolved barriers, and program friction without reducing people to a dashboard.
Operational learning
Identify which steps, documents, channels, and policies create abandonment.
Economic value
Model avoided loss, preserved value, and reduced administrative work using customer-approved methods.