Source · Select Committees · Public Accounts Committee
Recommendation 13
13
Rejected
Include the updated business case in baseline assessments for all 47 key performance indicators.
Recommendation
In May 2023, the Department published the evaluation strategy for the Programme.24 The evaluation strategy includes nine key performance indicators, which focus more on the performance of the service the Department is building rather than the outcomes for claimants. The NAO found that the Department was still working out what metrics it will use and what data it needs to monitor the transformation of the service as a whole. We therefore asked the Department whether its performance indicators were fit for purpose. The Department asserted that it wanted to be “very open” about its approach to evaluation and the key performance indicators it was seeking to use, and that there were two elements it was considering as part of this – the first where it did not yet have the data it needed, and the second where it had the data but needed to be clear about which metrics it would use and monitor. It explained that, of the nine key performance areas, there was one, covering “customer query resolved at first contact”, where it had not yet identified what data it needed to monitor this. The Department explained that it had “not yet resolved exactly where that data is coming from and how draw that together” and that it thought that “we have time, but this is something we know that we need to do”. The Department said it will update the business case in spring 2024.25 In order that the Department’s progress can be more accurately monitored, we would expect the business case to be included in the baseline assessments for its 47 key performance indicators.
Government Response Summary
The government disagrees with the recommendation, stating the program is in early stages and they will refine their performance measurement approach as it matures, including defining outcome indicators. They are already publishing quarterly management information and will evolve it to report against KPIs, and are evaluating services.
Government Response
Rejected
HM Government
Rejected
The government disagrees with the Committee’s recommendation. 3.2 The government agrees with the premise of transparency; the department will publish information once available and sufficiently robust. The Programme is in its early stages and is currently creating the right environment to transform services. As set out in the HTP Evaluation Strategy (May 2023), the department will refine its performance measurement approach as the Programme matures. This will include defining and tracking outcome indicators incorporating benefits to claimants. 3.3 In line with Office for Statistics Regulation (OSR) Code of Practice for Statistics, the department has started to publish management information (MI) and will continue to develop plans for publishing metrics. On 19 December 2023, the department published the first in a new series of HTP MI. Publication of this MI will continue quarterly in line with the PIP Official Statistics release schedule. 3.4 As the Programme and underlying data systems mature, the department will evolve this publication to report against the nine key performance indicators (KPIs) and underlying performance metrics. The department will consider the value of publishing annual progress reports in addition to these quarterly statistics. 3.5 As set out in the HTP Evaluation Strategy, the department is evaluating services as they develop and iterate. This includes conducting research with claimants to understand their experiences of new services. This approach ensures that scaling of these services occurs safely and that services can iterate accordingly. The department will explore publication of evaluation findings, in accordance with Government Social Research protocols, when appropriate to do so.