From AI Investment to Mission Impact: Measuring What Matters

AI investment is exploding, but most agencies struggle to prove they are delivering measurable business outcomes. Administrators are frustrated with technical metrics that do not translate into terms that describe customer-facing improvements.

Quantifying the benefits and return on investment (ROI) is so difficult because agencies often lack clear KPIs and may face an initial dip in productivity before value is realized. Time savings or employee productivity gains are often qualitative and hard to translate into financial benefits.

Enterprise Architecture teams, meanwhile, are connecting AI initiatives to service strategies, value streams, customer journeys, and measurable outcomes – and generating what credible service improvement looks like.

Learning Objectives:

• Review the underlying reasons why tracking gains from AI use are so difficult, such as a lack of defined metrics in advance or hidden bottlenecks that can be caused in one department by increased output in another department
• Understand how your EA teams are measuring performance outcomes and connecting them to business impacts