Action 13: Transactional Services

Departments will supply a consistent set of management information (as defined by Cabinet Office) for their transactional services

Other Information:

Reliable management information makes it possible for good performers to be identified and given recognition. Service performance will not only be bench-marked against historical performance, but also standards recognised as best practice. Service performance will be measured through a clear and consistent set of indicators. These will include: * cost per transaction. This measures whether a service is using a cost-effective set of delivery channels and whether users are choosing to use more or less expensive channels to complete their transaction * user satisfaction. This enables service owners to identify potential weaknesses in a service and areas to focus improvement efforts * transaction completion rates. This may highlight possible process flaws or ambiguities in the service although abandonment measures have to be designed and monitored with an understanding of each transaction stage (for example, identifying where users drop out as a result of establishing that they are ineligible for a service in the course of an application) * take-up levels. This illustrates how rapidly users are adopting new digital channels and where additional or different marketing may be useful

Stakeholder(s):

• UK Government Departments: * departments will begin reporting against defined data-sets from April 2013 * digital by default services will include automated collection of management information


• Government Digital Service: Government Digital Service will: * share a list of required data sets with departments by December 2012 * help departments to define, collect, store and present performance data


• Service Managers: Service Managers and decision-makers need high quality, consistent management information to make sound decisions and help them monitor and improve performance. Some services collect and assess detailed performance data but most digital services still do not have good enough management information.


• Decision-Makers


• Cabinet Office: Cabinet Office will establish a consistent set of management information measures which departments will use, meaning they can effectively compare performance across time and against similar services. Collection of this information will be built into every new or redesigned digital service.

Indicator(s):

Indicator:1

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