The city housing-voucher ART boasts high touch time while voucher items actually sit in queues for weeks. What flow measure exposes that gap?
Select an answer to reveal the explanation.
Short Explanation
Busy hands on a voucher file for two hours and a three-week wait in a stack is not a fast ART—it is a waiting room with brief visits. Flow efficiency is the active-versus-wait split. Completions and overtime can look heroic while the queue still wins.
Full Explanation
Flow efficiency compares active processing time to total flow time, exposing wait time that touch-time stories hide. A housing-voucher ART can appear busy in the moments someone is working an item while most elapsed time is queue delay. The RTE uses flow efficiency so improvement targets waits, not just more heroics. Velocity, burnup, and overtime hours do not contrast active time with wait time.