In reply to Tim Manning.
Thanks to everyone for their comments.
Our KPIs were developed with potential service managers to help them measure and monitor the performance of services over time, and to enable some comparisons between different services over time. Of course, measuring public value is essential too, but that was not our aim with the standard (GDS already measures things like savings elsewhere).
We particularly wanted to identify a core set of metrics that we apply to all services. Some indicators, such as completion times, are less relevant to some services; for example, Lasting Power of Attorney applications require careful consideration at each stage, and speed is not a useful measure of performance. Service managers will be still able to use other measures to help iterate and improve their own services, including some of those suggested on this forum, and we will encourage them to do so.
