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Case File Intake

Use this when “this keeps happening” stories need to become something usable.

Basic facts

• Date:
• Place:
• Who was affected:
• What happened:

Costs and harms

• Money lost:
• Time lost:
• Service denied or delayed:
• Safety or dignity impact:

Decision points

• Who made the decision:
• What rule or process was cited:
• What notice or paperwork existed:

Receipts

• screenshots
• emails
• letters
• bills
• case numbers
• names and titles

Requested fix

• Immediate fix:
• Structural fix:
• Owner:
• Metric:
• Deadline:

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