A presentation I gave to the team at Future Cities Catapult

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

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@_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…

24. GDS@_rossio_
Jeremy Heywood
Cabinet Secretary

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

43. www.gov.uk/performance

44. GDS@_rossio_
Will Roissetter
User Researcher
GOV.UK Performance
Cabinet Office