Illustrative municipal digital-access issue; evidence is fictional.
Pilot staffed digital-assistance hours at the two library branches with the highest volume of government-service support requests, then review demand and completion outcomes after eight weeks.
Problem
In an illustrative four-week service review, 46% of recorded digital-help interactions at those branches involved account creation, document upload, or identity-verification steps for public services. Staff currently provide ad hoc help, which creates uneven availability and makes workload difficult to plan.
Evidence and limits
The service log records request type but not whether the user later completed the external government process. The data therefore establish support demand, not program effectiveness.
Options
1. Keep ad hoc support: no setup cost, but workload remains unpredictable.
2. Pilot scheduled assistance: modest staffing reallocation and measurable demand.
3. Build a dedicated permanent service now: greater capacity but premature before demand and completion outcomes are measured.
Implementation
Use existing staff rotation for an eight-week pilot and record request category, wait time, and whether the library portion of the task was completed.
Decision requested
Approve the limited pilot and measurement plan.
Why it works: The brief leads with an implementable recommendation, preserves the evidence limitation, and compares a reversible pilot with status quo and a larger commitment.