gov.uk performance: the metrics that matter for improving public services
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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
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8/10/2019 GOV.UK performance: The metrics that matter for improving public services
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Data on how the governmen
is doing is often hard to find
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It sits in lots of different plac
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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
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@henryhadlow
Were giving each service
a dashboard like this
PerformanceGOV UK
BETA
http://www.gov.uk/performance/carers-allowance -
8/10/2019 GOV.UK performance: The metrics that matter for improving public services
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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
0% ! Jan to Dec 2013
Cost per transaction
62.00Apr 2013 to Mar 2014
0% ! Jan to Dec 2013
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
27 Oct to 2 Nov 2014
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
27 Oct to 2 Nov 2014
56.1%
Digital take-upProportion of applications made using the digital service
Dec Jan 2014 Feb Mar Apr May June July Aug Sep Oct
0%
50%
100%
27 Oct to 2 Nov 2014
Time taken to complete transactionThe mean length of time taken for users to complete an application.
15m
30m
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27 Oct to 2 Nov 2014
30m 55s
Time taken to complete transactionThe mean length of time taken for users to complete an application.
Dec Jan 2014 Feb Mar Apr May June July Aug Sep Oct
0m
15m
30m
27 Oct to 2 Nov 2014
89.1%(1275 total responses)
User satisfaction
Overall satisfaction score includes all ratings weighted from 100% for 'very satisfied' to 0% for 'very dissatisfied'
Dec Jan 2014 Feb Mar Apr May June July Aug Sep Oct
0%
50%
100%
27 Oct to 2 Nov 2014
66.9%
Completion rateProportion of users who start and complete their application using the digital service
Dec Jan 2014 Feb Mar Apr May June July Aug Sep Oct
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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@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
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Weve identified 4 metrics help improve services
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@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?
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8/10/2019 GOV.UK performance: The metrics that matter for improving public services
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@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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The goal isnt dashboardsits government working
better for people
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www.gov.uk/performance
http://www.gov.uk/performance -
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@henryhadlow
Henry Hadlow
Designer, GOV.UK Performan
7 November 2014
Cabinet Ofce