We're delivering, but need to demonstrate impact
Measuring and communicating value through a people-centred lens
Your work deserves to be seen
If you're delivering real value but struggling to demonstrate it, you're facing a communication challenge, not a performance problem. EY found 97% of organisations report positive ROI from AI, but only 15% attribute significant EBIT to it. The gap isn't impact; it's articulation. We can help you build the metrics, stories, and dashboards that make your success visible.
of organisations report positive ROI from AI
EY, 2024
attribute ≥5% of EBIT to gen AI
McKinsey, 2024
EBIT attributed by high performers to gen AI
McKinsey, 2024
"Every public sector organisation is under pressure to clearly demonstrate value to senior stakeholders, funders, and citizens. Success is measured by how organisations reimagine value creation, not by the number of pilots."
Bain & Company
Understanding the Challenge
Demonstrating impact isn't just about metrics. It's about telling a compelling human story.
Citizens, ministers, and Treasury need to understand not just what AI does, but how it improves lives, reduces burden on staff, and delivers better outcomes. The challenge is connecting technical outputs to human value in language that resonates with diverse stakeholders.
REACH
Holding onto habits and reinforcing through recognition
Recognise
Why AI matters now
Engage
Building the will to change
Acquire
How to change
Capability
Skills to implement
Hold
Sustaining change
Demonstrating impact is the ultimate reinforcement. It validates the journey, builds support for continued investment, and sustains momentum for ongoing transformation. Celebrate and communicate success.
What Success Looks Like
Business-Linked Metrics
KPIs tied to departmental objectives, not just technical metrics. Speed to market, citizen satisfaction, staff time freed for higher-value work.
Impact Stories
Compelling narratives that connect AI capabilities to human outcomes: caseworkers helped, citizens served faster, decisions improved.
Executive Dashboards
KPMG recommends real-time visibility into transformation progress, making impact visible to leadership and stakeholders.
Responsible AI Evidence
Demonstrating ethical, compliant, transparent AI builds trust with citizens and stakeholders, increasingly required by regulation.
Telling the People Story
Staff Experience
How has AI changed daily work? What tasks have been automated? What higher-value work are people now doing? These stories resonate powerfully.
Citizen Outcomes
Faster responses, better decisions, more personalised services—translate AI capabilities into citizen impact that resonates with ministers and media.
Role Evolution
Track how jobs are changing and growing. When roles become more valuable—not redundant—that's the most compelling evidence of transformation.
Practical Actions for Your Teams
- Define adoption metrics: Deloitte suggests speed to market, reduction in PoC demand, decrease in manual tasks, and adoption rates
- Share and celebrate success: Create internal communications plans to build momentum
- Link to strategic value: IBM's framework emphasises aligning AI initiatives with broader goals and quantifying benefits in business terms
- Build responsible AI evidence: Document compliance, transparency, and ethical governance. This builds trust and meets emerging requirements
- Measure job evolution: Track how roles are changing. This is often the most compelling evidence of positive transformation
