Source · Select Committees · Public Accounts Committee
Recommendation 20
20
Accepted
Cabinet Office plans to modernise performance measures and introduce external benchmarks for services.
Conclusion
Once the new services and updated technology are in place, the Cabinet Office said it plans to revise the business-as-usual performance measures, many of which are decades old, in order to utilise more modern measurements such as the net promoter score, a metric that assesses the user’s likelihood of recommending the product or service.39 It plans to introduce benchmarks that are on a par with external organisations, including private sector organisations and governmental bodies in other nations, in order to stretch its technology and service providers.40 Lessons learned
Government Response Summary
The government agrees with the committee's observation and, with a target date of September 2023, is developing a new set of performance metrics. These will evolve from delivery-oriented measures to monitor progress in implementing new systems and demonstrating service improvements, including a portfolio light approach to gauging future capability and capacity needs.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Target implementation date: September 2023 Strategy success measures have been delivery oriented to date. There has been recognition that these measures need to evolve as the Strategy is implemented. At the time of the NAO report, the focus on performance and quality was baselining current performance across back-office systems and ensuring continuity of quality as change was introduced. In the last few months a new set of performance metrics have begun to be developed to monitor progress in terms of implementation of new systems but also show improvement in service. This includes taking a portfolio light approach to monitoring progress, by sourcing the top-line information from across government, both from Clusters and Supporting Programmes such as Interoperability, to provide a single perspective across government on progress against the Strategy. Against this are the products that strategy directorate are providing to underpin the Strategy, and using this to gauge future capability and capacity needs.