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

Transcript

1. GDS @henryhadlow Henry Hadlow
 Designer, GOV.UK Performance 7 November 2014 Cabinet Office
2. GOV.UK Performance is
 a new approach to improving government services
 using data
3. www.gov.uk/performance
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 @henryhadlow Data on how the government
 is doing is often hard to find
6. GDS @henryhadlow It sits in lots of different places
7. GDS @henryhadlow “Steve on the 7th floor knows a bit about this apparently…” HMRC staff member
8. GDS @henryhadlow Government often produces reports like this…
9. GDS @henryhadlow
10. GDS @henryhadlow 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 @henryhadlow Our dashboards are public –
 no usernames or passwords…
16. GDS @henryhadlow So the government
 is accountable for
 the services it provides
17. GDS @henryhadlow Our primary users are
 the civil servants who provide government services
20. GDS @henryhadlow “We’re moving away from detailed analytics reports” Ben Holliday, Carer’s Allowance
 http://bit.ly/carersmetrics
21. GDS @henryhadlow But it’s not just individual teams,
 also people like this…
22. GDS @henryhadlow Paul Shetler" Chief Digital Officer
 Ministry of Justice
23. Iain Patterson" Chief Technology Officer
 Driver & Vehicle Licensing
24. We’ve identified 4 metrics that help improve services
25. GDS @henryhadlow Cost per transaction" How much does it cost the taxpayer every time someone uses it?
26. GDS @henryhadlow User feedback" How satisfied are the people who use it?
27. GDS @henryhadlow Completion rate" How many people manage to use the service successfully?
28. GDS @henryhadlow Digital take-up" How many people use the digital service, vs the phone or paper form?
29. What next?
30. GDS @henryhadlow More data sources • Telephone call handling systems • Paper and post processing • Casework • Bespoke data feeds
31. GDS @henryhadlow Embed live data
 elsewhere on the web
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
33. GDS @henryhadlow Dashboards for whole user journeys, spanning across departments
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
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
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
37. The goal isn’t dashboards,
 it’s government working better for people
38. www.gov.uk/performance