Recommendation 16

We heard that the lack of a single service owner makes it very difficult to answer questions about the costs of providing a service more widely across government.35 There can be many handovers between different teams delivering a service – policy, operations, digital and transformation. Furthermore, not all services are fully digital and require manual administrative effort to switch between different systems.36 Only 10 of government’s ‘top 75’ services are at a ‘great’ standard, when assessed for how easy they are for people to use and how efficiently departments are providing them.37