Measuring performance leads to identifying improvements
The data we collect helps us to understand if
- the service is meeting user needs
- the service allows users to easily complete the task it provides
- there are enough people using the service to make it cost-efficient
- people know about the service and are choosing to use it
What we measure
We collect performance data against 4 principle metrics:
- cost per transaction – how much it costs the government each time someone completes the task your service provides
- user satisfaction – what percentage of users are satisfied with their experience of using your service
- completion rate – what percentage of transactions users successfully complete
- digital take-up – what percentage of users choose your digital service to complete their task over non-digital channels