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

Henry Hadlow
November 07, 2014

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

GOV.UK performance is a new approach to improving government services, using data. We show the metrics that matter to the civil servants who provide government services.
www.gov.uk/performance

Talk at the Open Data Institute, 7 November 2014
http://theodi.org/lunchtime-lectures/govuk-performance-the-metrics-that-matter-for-improving-public-services

Listen to the talk here: https://soundcloud.com/theodi/govuk-performance-the-metrics-that-matter-for-improving-public-services

Henry Hadlow

November 07, 2014
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  1. GDS
    @henryhadlow
    Henry Hadlow

    Designer, GOV.UK Performance
    7 November 2014
    Cabinet Office

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  2. GOV.UK Performance is

    a new approach to improving
    government services

    using data

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  3. www.gov.uk/performance

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  4. 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 many
    people 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
    22 Carer'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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  5. GDS
    @henryhadlow
    Data on how the government

    is doing is often hard to find

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  6. GDS
    @henryhadlow
    It sits in lots of different places

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  7. GDS
    @henryhadlow
    “Steve on the 7th floor knows a
    bit about this apparently…”
    HMRC staff member

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  8. GDS
    @henryhadlow
    Government often produces
    reports like this…

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  9. GDS
    @henryhadlow

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  10. GDS
    @henryhadlow
    We’re giving each service

    a dashboard like this…

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  11. Service dashboards Get a dashboard About Prototypes Blog
    Performance
    Performance Department for Work and Pensions
    Dashboard
    Carer's Allowance
    applications
    This dashboard shows information about how the Carer's Allowance applications
    service is currently performing.
    Visit this service
    Apply for Carer's Allowance
    GOV.UK BETA
    Transactions per year
    241k
    Apr 2013 to Mar 2014
    0% ● Jan to Dec 2013
    Total cost
    £14.9m
    Apr 2013 to Mar 2014
    0% ● Jan to Dec 2013
    Cost per transaction
    £62.00
    Apr 2013 to Mar 2014
    0% ● Jan to Dec 2013
    33
    users online now
    Live service usage
    Live number of users on any page within the service
    Users over past 24 hours
    0
    50
    0
    50
    Applications breakdown
    Paper form and digital applications over time
    27 Oct to 2 Nov 2014
    Total:
    7,000

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  12. 33
    users online now
    Users over past 24 hours
    0 0
    Applications breakdown
    Paper form and digital applications 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-up
    Proportion 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 transaction
    The mean length of time taken for users to complete an application.
    15m
    30m

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  13. 27 Oct to 2 Nov 2014
    30m 55s
    Time taken to complete transaction
    The 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 rate
    Proportion 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 step
    Number 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
    3,617
    3,240 3,134 2,983

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  14. 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, for
    example, 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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  15. GDS
    @henryhadlow
    Our dashboards are public –

    no usernames or passwords…

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  16. GDS
    @henryhadlow
    So the government

    is accountable for

    the services it provides

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  17. GDS
    @henryhadlow
    Our primary users are

    the civil servants who provide
    government services

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  18. View Slide

  19. View Slide

  20. GDS
    @henryhadlow
    “We’re moving away from
    detailed analytics reports”
    Ben Holliday, Carer’s Allowance

    http://bit.ly/carersmetrics

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  21. GDS
    @henryhadlow
    But it’s not just individual teams,

    also people like this…

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  22. GDS
    @henryhadlow
    Paul Shetler"
    Chief Digital Officer

    Ministry of Justice

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  23. Iain Patterson"
    Chief Technology Officer

    Driver & Vehicle Licensing

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  24. We’ve identified 4 metrics that
    help improve services

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  25. GDS
    @henryhadlow
    Cost per transaction"
    How much does it cost
    the taxpayer every time
    someone uses it?

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  26. GDS
    @henryhadlow
    User feedback"
    How satisfied are the
    people who use it?

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  27. GDS
    @henryhadlow
    Completion rate"
    How many people
    manage to use the service
    successfully?

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  28. GDS
    @henryhadlow
    Digital take-up"
    How many people use the
    digital service, vs the
    phone or paper form?

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  29. What next?

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  30. GDS
    @henryhadlow
    More data sources
    • Telephone call handling systems
    • Paper and post processing
    • Casework
    • Bespoke data feeds

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  31. GDS
    @henryhadlow
    Embed live data

    elsewhere on the web

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  32. Performance home Ò Driving and transport Ò Tax discs, car tax and SORN
    Apply using the new service BETA
    This is a ‘beta’ service - find out what this means for you.
    To apply online you’ll need either:
    • the 16 digit reference number from your tax disc renewal letter (V11)
    • the 11 digit reference number from your log book (V5C)
    Apply now
    Apply using the original service You’ll need either:
    • the 16 digit reference number from your tax disc
    renewal letter (V11)
    • the 11 digit reference number from your log book (V5C)
    Apply on the DVLA website:
    Apply now
    Service performance
    Typically takes
    7½ minutes
    Processing time
    immediate
    Telephone waiting time
    18 minutes
    Renew a tax disc Make a SORN declaration
    Apply for an HGV vehicle tax disc
    Calculate vehicle tax rates

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  33. GDS
    @henryhadlow
    Dashboards for whole user
    journeys, spanning across
    departments

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  34. Performance data:
    Learn to drive
    Part of Driving and transport
    Provided by Driver and Vehicle Licensing Agency and Driver and Vehicle Standards Agency
    Policy Making roads safer
    Performance BETA
    Transactions Web traffic Get a dashboard About Prototypes Blog
    Get a provisional driving licence
    Prepare for your driving tests
    Book your driving tests
    Ride a motorbike
    977k users per year
    1 transaction
    users per year
    1 page on GOV.UK
    users per year
    1 transaction
    users per year
    4 transactions
    No pages on GOV.UK
    for this stage
    users per year
    8 pages on GOV.UK
    users per year
    4 pages on GOV.UK
    3.0m
    5.1m
    40k
    2.9m
    600k
    No transactions
    for this stage
    Visit this service
    Learn to drive

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  35. v
    Performance data:
    Prepare for your driving tests
    Part of Learn to drive
    Provided by Driver and Vehicle Standards Agency
    Policy Making roads safer
    Performance BETA
    Transactions Web traffic Get a dashboard About Prototypes Blog
    Visit this service
    Prepare for your
    driving tests
    97.6%
    digital take-up

    user satisfaction

    user satisfaction

    user satisfaction
    24.2%
    completion rate
    0
    searches from page
    0
    searches from page
    0
    searches from page
    £0.65
    cost per transaction
    124k
    users/year
    250k
    users/year
    148k
    users/year
    87.3%
    user satisfaction
    419
    problems / 1m views
    208
    problems / 1m views
    0
    problems / 1m views
    1 transaction Practise your driving theory test
    8 pages on GOV.UK Find driving schools and lessons
    Driving before you've got your full licence
    Driving lessons: who can teach you

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  36. Performance BETA
    Practice tests per year
    3.0m
    Apr 2013 to Mar 2014
    +2.98% S Jan to Dec 2013
    Total processing cost
    £1.33m
    Apr 2013 to Mar 2014
    –18.08% T Jan to Dec 2013
    Cost per practice test
    £0.08
    Apr 2013 to Mar 2014
    –20.45% T Jan to Dec 2013
    Transactions Web traffic Get a dashboard About Prototypes Blog
    Practice tests this week
    35k
    33.2k
    practice tests this week
    6–12 October 2014
    0
    5k
    10k
    15k
    20k
    25k
    30k
    Nov Dec Jan 2014 Feb Mar Apr May June July Aug Sept Oct
    Performance data:
    Practise your driving
    theory test
    Visit this service
    Practise your driving
    theory test

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  37. The goal isn’t dashboards,

    it’s government working
    better for people

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  38. www.gov.uk/performance

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