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Publish operational performance data of all public-facing services

Last updated: 02:52pm 22 November 2019

We will publish operational performance data of all public-facing services for open comparison as a matter of course – helping the public to hold their local services to account, or choose other better services if they prefer.

Conservative Party Manifesto 2017, p.81

Our verdict

The government collects “operational performance data” to measure how well public services are functioning. There are four mandatory key performance indicators (KPIs):

  • cost per transaction
  • user satisfaction
  • completion rate
  • digital take-up

Some departments may publish more than just these indicators, but this is at their discretion. The government promised to publish operational performance data of all public-facing services for open comparison.

In May 2019, the government updated its Service Manual, making it mandatory to share the four KPIs through the Performance Platform. This database currently covers 775 online services and provides publicly available information on the KPIs. Nevertheless, some public-facing services on the Performance Platform do not have information on all four KPIs. By way of example, the Driving Licence Changes service currently provides no information on “user satisfaction” or “completion rate”. This is just one example – we could have picked many others.

The government has made publishing operational performance statistics mandatory. However, the public database, the Performance Platform, does not currently publish information on all four mandatory KPIs for all public-facing services. As a result, this policy will remain ‘in progress’.

Publish all the facts!

There's always room for debate

We’re serious about providing clear, up-to-date, non-partisan information. We focus on being consistent and fair in how we reach our verdicts, and always explain our reasoning. But there is always room for debate. So if you see it differently, we’d love you to tell us why. Or even better, submit an edit.