In Discovery the project team should determine what service-specific KPIs they will track and report on. They should also have a plan to collect additional performance metrics required for their digital service.
Service-specific KPIs
You may find the performance metrics required for government digital services covers off most of the KPIs you want to report on. In most cases project teams also have service-specific KPIs.
Here are some examples of service-specific KPIs and how teams measure them.
KPI: 25% increase in online applications during the next two intakes.
How they measure this KPI: Digital uptake (percentage of users who opt for the digital channel over other service channels.
KPI: Reduce the time to complete an application by 30%
How they measure this KPI: Track the average time to complete the application from an earlier intake to the latest intake with the new application.
KPI: Staff spend 10% less time on the phone helping people with their application.
How they measure this KPI: Track the estimated time staff spend supporting applicants before and after the new digital service launch.
Performance metrics the government collects
The government collects a variety of performance metrics to inform Key Performance Indicators. See a list of these performance metrics.
If you can't report on a service-specific KPI based on these performance metrics, work with eServices and your vendor (if applicable) to make sure you have the tools in place to do so.
Plan how you will collect performance metrics for your digital service
It's important you start to think about how you will collect the required performance metrics for your digital service in Discovery. Start the coversation with members of the eServices team as soon as possible. Together you will determine:
- what tools you need to collect and store the data;
- at what point in the project you will implement the tool(s);
- how you will implement the tools;
- who is responsible for implementing the tool, setting up reports, monitoring the data and sharing the data.