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Global Talent Pro Bono Clinic: Dashboards

We publish the service metrics, methods and evidence behind the Global Talent pro bono clinic.

Reporting period: Nov 2024–Sep 2025Last updated: 30 September 2025, UK timePublic channels only

Answered ≤7 days
96–98% (each month)
Resolved ≤7 days
76–81%
Median time‑to‑first‑answer
3.3–3.6 h (P90 ≈ 11–12 h)
1‑to‑1 under adviser oversight
826
Volunteer hours
8,713 h
Supported endorsements
274

Outcomes confirmed with a 90‑day lag; staff override removes AI within 12h; peer answers counted only when staff‑confirmed.

Highlights

  1. Fast & consistent

    SLA stays high and steady across months; distribution tails (P75/P90) are disclosed.

  2. Fair & supervised

    every consultation is adviser‑reviewed; peer support is staff‑confirmed before it counts.

  3. Scalable triage

    AI helps with first answers; a 12‑hour staff override keeps quality and safety.

  4. Low single‑digit share of the route

    outcomes represent a small but meaningful share UK‑wide.

Dashboards

A. Service performance (SLA)

Answered ≤7 days96–98% (each month)
Resolved rate ≤7 days76–81% each month
Median time‑to‑first‑answer3.3–3.6 h (P90 ≈ 11–12 h)

B. Delivery & capacity

Supported endorsements274
1‑to‑1 under adviser oversight826

C. Triage & community

How we count

Scope & unit of analysis

  • Public channels only; private/DMs excluded
  • Questions are deduplicated with a 10‑minute window
  • Time stamps in UK time

Counting rules

First‑answer flags:
if staff intervene within 12 hours, the AI flag is removed; peer answers count only when staff‑confirmed.
AI‑only (resolved):
AI‑first cases that closed without staff intervention; peer confirmation allowed.
TTF:
time from first question to the first substantive answer. We publish P50 and reference P75/P90 in notes.

Outcomes & lags

Resolved ≤7 days:
share of cases fully resolved within 7 days (case‑ID based).
Endorsements:
confirmed Global Talent outcomes; 90‑day confirmation lag applies.

Limitations

  • Adviser oversight for 1‑to‑1; peer support ≠ legal advice.
  • Public‑only scope can undercount private interactions; late confirmations may restate monthly outcomes.
  • Seasonal variation (volunteer holidays) mildly affects throughput, not quality.

Data dictionary

#MetricDefinitionDenominatorLagSource
1Answered ≤7 daysAny answer within 7 daysUnique questions—Forum/Chat analytics
2Resolved ≤7 daysFully resolved within 7 daysUnique questions90 daysCase tracker
3Median TTFTime to first substantive answer, P50——Forum/Chat analytics
4First‑answer mixAI/Staff/Peer share of first answersUnique questions—Moderation logs
5AI‑firstUnique Qs × AI share (from mix)Unique questions—Derived
6AI‑onlyAI‑first resolved with no staffAI‑first—AI logs + moderation
71‑to‑1 supervisedCompleted adviser‑reviewed sessions——Scheduling logs
8Volunteer hours1‑to‑1 + moderation + content/wiki + training + admin——Timesheets
9EndorsementsConfirmed Global Talent outcomes—90 daysInternal registry

Quality, verification & data access

Sanity checks we publish

  • AI + Staff + Peer = 100% each month.
  • AI‑only ≤ AI‑first.
  • Answered ≤7 days ≥ Resolved ≤7 days.
  • AI‑first ≈ round(Unique questions × AI% from First‑answer mix).
  • Volunteer hours = Σ categories (1‑to‑1, moderation, content/wiki, training, admin).
  • Σ monthly = total for 1‑to‑1 and volunteer hours (allowing for rounding).

Independent verification & data access

For datasets and methods, email verification@fairgo.org.uk (independently‑monitored inbox, UK time).

We aim to respond within 3 UK business days with an Evidence Pack (aggregates only; no PII).

What we provide upon request

  • CSV files (aggregated data)

    The exact monthly datasets corresponding to each chart (one-to-one with visuals).

  • Methodology document (PDF)

    Data dictionary, counting rules, delays, and quality assurance.

  • Sanity check results

    Calculations used for the above checks.

  • Oversight documentation

    Proof of licensed immigration adviser and summary of the “second-pair-of-eyes” SOP

  • Version log

    Release dates and field changes

How to make a request

  • Full Name
  • Email
  • Organisation
  • Request: Evidence Pack — GTV Clinic

Please include in the message:

  • Purpose (award panel / journalist / academic / regulator)
  • Charts/period needed
  • Deadline and format preferences (CSV/XLSX/PDF)
Request Evidence Pack

Guardrails & privacy

  • Aggregates only; no PII or raw messages.
  • Scope: public channels only, 10‑minute dedup; 12‑hour staff override for AI; outcomes use a 90‑day confirmation lag; all times UK time.

References available on request.

Scale context

The Global Talent route processes endorsements UK‑wide in the thousands per year; our confirmed outcomes are a low single‑digit share of the route.

Changelog

Version 1.0.0

  • Introduced a new interface for data visualization.
  • Optimized loading times for enhanced performance.
  • Fixed bugs affecting chart displays.

Version 0.9.0

  • Added new filters for more precise data analysis.
  • Improved navigation within the control panel.
  • Included helpful tips for users.

Privacy & Ethics

  • No PII published; only aggregates.
  • Adviser boundary: peer support ≠ legal advice; all consultations are adviser‑reviewed.
  • AI guardrails: supervised use; staff override within 12 h.
  • Corrections & complaints: contact us
  • UK time; English (en‑GB).