Key Performance Indicators (KPIs)

Date adopted: 
June 4, 2019
Last update: 
January 24, 2022

We use key performance indicators (KPIs) to measure the performance of our digital services and websites over time. This data also helps us make sure the service or website:

  • continues to meet the user needs;
  • allows people to complete the task they are there to do; and
  • is reaching users – people know about it and they're choosing to use it.

You should tailor key performance indicators for your specific service or website.

Basic KPIs for government digital services

We start to measure the performance of all of the government's digital services with these basic KPIs. Your service could have additional KPIs.

  1. Completed transactions. This is the total number of transactions a year through the online channel.
  2. Completion rate. This refers to users who complete an order as a percentage of those who start.
  3. User satisfaction. The sentiments of users communicated in their feedback form submissions.
  4. Digital uptake. The percentage of people using a government service online compared to other channels. For example at a front counter or on paper. and government campaign websites

For questions about how the government uses key performance indicators, email [email protected].