Source · Select Committees · Public Accounts Committee
Recommendation 16
16
Accepted
Departments lack insight into staff time costs due to optional time tracking.
Recommendation
Departments do not generally have a good view of the additional time and people costs associated with specific business processes or different stages of the customer journey.38 We were therefore surprised to learn that there is no standard policy in the civil service on how staff time is tracked, and despite many systems offering time recording capability, its use remains optional.39 A shift in mindset is needed to better understand how time is spent and to use the data collected for meaningful insights on where the costs of services are high and potential efficiencies and productivity improvements can be made.40 Appointing Single Service Owners
Government Response Summary
HM Treasury and the Government Finance Function are co-ordinating practical costing guidance on service costing, including activity-based techniques, overhead apportionment, staff-time capture options, and linking costs to outcomes.
Government Response
Accepted
HM Government
Accepted
2.2 HM Treasury and the Government Finance Function are co-ordinating practical costing guidance, produced with departments and informed by NAO advice. The guidance will sit alongside Managing Public Money and Value for Money and provide a common, proportionate approach to service costing, including activity‑based techniques, overhead apportionment, staff‑time capture options, and linking costs to outcomes.