GOV.UK performance: The metrics that matter for improving public services

8/10/2019 GOV.UK performance: The metrics that matter for improving public services

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@henryhadlow

Henry Hadlow

Designer, GOV.UK Performan7 November 2014

Cabinet Ofce


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GOV.UK Performance isa new approach to improv

government services

using data


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www.gov.uk/performance
http://www.gov.uk/performance


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Service dashboards Get a dashboard About Prototypes Blog

Performance

This is a new service. Help us improve it tell us about yourself

Get a dashboard

If you work on a government service, we

can help you create a dashboard. Find out

how your service is performing and how it

can be improved.

Email [email protected]

office.gov.uk

GOV.UK BETA

Our performance

Our statistics show you how government services are

doing, like how much they cost to run and how manypeople use them.

We show the latest information about a service as soon as

it becomes available. This lets you see how particular

services are doing right now.

Detailed dashboards

22Carer's Allowance applications

Certificate to get married abroad:

payments

Civil claims: evicting a tenant using

accelerated possession

Digital Marketplace

Document legalisation: payments for

drop-off service

Document legalisation: payments for

service by post

Driving licence views

-

Practical driving test (public users)

Practical driving test bookings

Practical driving test changes and

cancellations

Prison visit bookings

Register a birth abroad: payments

Register a death abroad: payments

SORN (Statutory Off Road

Notification) applications

Vehicle tax renewals

Voter registration

Services providing regularly updated, detailed data to GOV.UK

Service dashboards


5/39@henryhadlow

Data on how the governmen

is doing is often hard to find


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It sits in lots of different plac


7/39@henryhadlow

Steve on the 7th floor knowbit about this apparently

HMRC staff member


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@henryhadlow

Government often produces

reports like this


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@henryhadlow


10/39

@henryhadlow

Were giving each service

a dashboard like this

PerformanceGOV UK

BETA
http://www.gov.uk/performance/carers-allowance


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Service dashboards Get a dashboard About Prototypes Blog

Performance

Performance Department for Work and Pensions

Dashboard

Carer's Allowanceapplications

This dashboard shows information about how the Carer's Allowance applicationsservice is currently performing.

Visit this service

Apply for Carer's Allowance

GOV.UK BETA

Transactions per year

241kApr 2013 to Mar 2014

0% ! Jan to Dec 2013

Total cost

14.9mApr 2013 to Mar 2014


Cost per transaction

62.00Apr 2013 to Mar 2014


33users online now

Live service usageLive number of users on any page within the service

Users over past 24 hours

0

50

0

50

Applications breakdownPaper formand digitalapplications over time

27 Oct to 2 Nov 2014

Total:

7,000

users online now0 0


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users online nowUsers over past 24 hours

Applications breakdownPaper formand digitalapplications over time


Total:

5,367

Paper form

2,355(43.9%)

Digital

3,012(56.1%)

Dec Jan 2014 Feb Mar Apr May June July Aug Sep Oct

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000


56.1%

Digital take-upProportion of applications made using the digital service


0%

50%

100%


Time taken to complete transactionThe mean length of time taken for users to complete an application.

15m

30m


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30m 55s

Time taken to complete transactionThe mean length of time taken for users to complete an application.


0m

15m

30m


89.1%(1275 total responses)

User satisfaction

Overall satisfaction score includes all ratings weighted from 100% for 'very satisfied' to 0% for 'very dissatisfied'


0%

50%

100%


66.9%

Completion rateProportion of users who start and complete their application using the digital service


0%

50%

100%

Users at each stepNumber of users who completed important steps of the transaction last week

About you About the care you provide Other money Consent and declaration Application complete

4,459

3,6173,240 3,134 2,983

Serviceavailability


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Visit this service

Apply for Carer's

Allowance

Improve this dashboard

If you work on this service, we can

help you add more data to this

dashboard.

Email [email protected]

office.gov.uk

Department:

Department for Work and Pensions

User:

Individuals

Service costs paid by:

Taxpayers

Notes on costs

New claims involve several interactions with the

applicant and third parties such as medical staff to, forexample, assemble evidence to validate identity and

Carer's Allowance (CA) is a regular payment for carers

to help look after someone with substantial caring

needs - involving at least 35 hours a week.

30 days 24 hours

Service availability

3 Nov 2014

0.41s

3 Nov 2014

99.3%

Page load time

Uptime

5 Oct 12 Oct 19 Oct 26 Oct 2 Nov

0s

0.5s

1s

5 Oct 12 Oct 19 Oct 26 Oct 2 Nov

0%

50%

100%


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@henryhadlow

Our dashboards are public

no usernames or passwords


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@henryhadlow

So the government

is accountable for

the services it provides


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@henryhadlow

Our primary users are

the civil servants who provid

government services


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19/39


20/39

@henryhadlow

Were moving away fromdetailed analytics reports

Ben Holliday, Carers Allowance

http://bit.ly/carersmetrics
http://bit.ly/carersmetrics


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@henryhadlow

But its not just individual tea

also people like this


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@henryhadlow

Paul ShetlerChief Digital Officer

Ministry of Justice


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Iain PattersonChief Technology Officer

Driver & Vehicle Licensing


24/39

Weve identified 4 metrics help improve services


25/39

@henryhadlow

Cost per transaction

How much does it co

the taxpayer every tim

someone uses it?


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@henryhadlow

User feedback

How satisfied are the

people who use it?


27/39

@henryhadlow

Completion rate

How many people

manage to use the se

successfully?


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@henryhadlow

Digital take-up

How many people us

digital service, vs the

phone or paper form


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What next?


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@henryhadlow

More data sources

Telephone call handling systems Paper and post processing

Casework

Bespoke data feeds


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@henryhadlow

Embed live data

elsewhere on the web


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@henryhadlow

Dashboards for whole userjourneys, spanning across

departments

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36/39


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The goal isnt dashboardsits government working

better for people


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www.gov.uk/performance
http://www.gov.uk/performance


39/39

@henryhadlow

Henry Hadlow

Designer, GOV.UK Performan

7 November 2014

Cabinet Ofce

Documents

GOV.UK performance: The metrics that matter for improving public services