Recommendation 20

We asked how the ODP will know if this approach has been successful. The ODP told us that while it believed that investing in capability would deliver better customer service, and that customer satisfaction is a good measure, demonstrating causality was more challenging. The ODP is looking at developing metrics that would enable it to make a connection between its interventions and service outcomes, but it says that they are still some way off achieving that.38 32 C&AG’s Report, para 7 33 Q 7; National Audit Office, Improving services - understanding and managing demand, February 2023, p 1 34 Q 56; National Audit Office, Improving services - systematic improvement, February 2023, p 1 35 Q 30; C&AG, Lessons learned: a planning and spending framework that enables long-term value for money, October 2024, para 2.4 36 Q 49 37 Q 58; C&AG’s Report, Figure 5 38 Qq 48-49, 52-53, 60 12