Performance Platform Presentation
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The document introduces GOV.UK Performance, a new approach to improving government services using data. It provides public dashboards that display key metrics for individual government services, such as transactions, costs, user satisfaction, and digital take-up. These dashboards are intended to help civil servants and others monitor service performance and identify areas for improvement. The document outlines some of the initial metrics included in the dashboards and discusses plans to expand the data sources and types of information provided.
Performance Platform Presentation
- 1. GDS@_rossio_ Cabinet Office Will Roissetter User Researcher GOV.UK Performance
- 2. GOV.UK Performance is a new approach to improving government services using data
- 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 performance@digital.cabinet- 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
- 5. GDS@_rossio_ Data on how the government is doing is often hard to find
- 6. GDS@_rossio_ It sits in lots of different places
- 7. GDS@_rossio_ “Steve on the 7th floor knows a bit about this apparently…”
- 8. GDS@_rossio_ Government often produces reports like this…
- 9. GDS@_rossio_
- 10. GDS@_rossio_ We’re giving each service a dashboard like this…
- 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
- 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
- 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
- 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 performance@digital.cabinet- 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%
- 15. GDS@_rossio_ Or on a big screen…
- 16. GDS@_rossio_
- 17. GDS@_rossio_ Our dashboards are public – no usernames or passwords…
- 18. GDS@_rossio_ So the government is accountable for the services it provides
- 19. GDS@_rossio_ Our primary users are the civil servants who provide government services
- 22. GDS@_rossio_ “We’re moving away from detailed analytics reports” Ben Holliday, Carer’s Allowance http://bit.ly/carersmetrics
- 23. GDS@_rossio_ But it’s not just individual teams, also people like this…
- 25. Iain Patterson Chief Technology Officer Driver & Vehicle Licensing
- 26. We’ve identified 4 metrics that help improve services
- 27. GDS@_rossio_ Cost per transaction How much does it cost the taxpayer every time someone uses it?
- 28. GDS@_rossio_ User feedback How satisfied are the people who use it?
- 29. GDS@_rossio_ Completion rate How many people manage to use the service successfully?
- 30. GDS@_rossio_ Digital take-up How many people use the digital service, vs the phone or paper form?
- 31. What next?
- 32. GDS@_rossio_ More KPIs based around user needs • How long does the service take? • How long does the transaction take?
- 33. GDS@_rossio_
- 34. GDS@_rossio_
- 35. GDS@_rossio_ More data sources • Telephone call handling systems • Paper and post processing • Casework • Bespoke data feeds
- 36. GDS@_rossio_ Embed live data elsewhere on the web
- 37. Performance home Driving and transport 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: Applynow Service performance Typicallytakes 7½ minutes Processing time immediate Telephone waiting time 18 minutes Renew a tax disc Make a SORN declaration Apply for an HGVvehicle tax disc Calculate vehicle tax rates
- 38. GDS@_rossio_ Dashboards for whole user journeys, spanning across departments
- 39. 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 foryour driving tests Book your driving tests Ride a motorbike 977k users peryear 1 transaction users peryear 1 page on GOV.UK users peryear 1 transaction users peryear 4 transactions No pages on GOV.UK forthis stage users peryear 8 pages on GOV.UK users peryear 4 pages on GOV.UK 3.0m 5.1m 40k 2.9m 600k No transactions forthis stage Visit this service Learn to drive
- 40. v Performance data: Prepare foryour 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 foryour 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 theorytest 8 pages on GOV.UK Find driving schools and lessons Driving before you've got your full licence Driving lessons: who can teach you
- 41. Performance BETA Practice tests peryear 3.0m Apr 2013 to Mar 2014 +2.98% Jan to Dec 2013 Total processing cost £1.33m Apr 2013 to Mar 2014 –18.08% Jan to Dec 2013 Cost per practice test £0.08 Apr 2013 to Mar 2014 –20.45% 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 theorytest Visit this service Practise your driving theorytest
- 42. The goal isn’t dashboards, it’s government working better for people
- 44. GDS@_rossio_ Will Roissetter User Researcher GOV.UK Performance Cabinet Office