By: David Dinsdale
Have used the feedback tool to provide suggestions as requested. In summary, would be good to enhance the feedback to capture economic impact e.g. time and money saved.
View ArticleBy: Jan Ford
I agree with David. The key outcome has to be in terms of value. Also the metrics need to be contextual. Volume could be influenced by factors other than quality of service. Transactions could be...
View ArticleBy: Tim Manning
Although this is a good start and I'm all in favour of consistency; this is an area that requires much more robust thinking than seen in the past. Firstly, I wouldn't make a distinction between digital...
View ArticleBy: Graham Hill (@GrahamHill)
Clifford My thoughts on why the four measures you list are not enough, why you need to look at work on public value, service-dominant logic and value networks for better measures and why that will help...
View ArticleBy: Tim Manning
In reply to Graham Hill (@GrahamHill). @grahamhill If I was DGS, I would be inclined (!) to make a distinction between measuring the public value of a given public service and measuring the performance...
View ArticleBy: Lara McGregor
My organisation's customers represented 5-10% of Directgov traffic; we're likely to bring the same to gov.uk. Now, when we notice a mistake or identify a content need, instead of publishing the content...
View ArticleBy: Tim Manning
In reply to Lara McGregor. I wondered when this issue would break surface. GDS should be viewed and developed as a 'distributed publishing system', based around common standards and infrastructure, not...
View ArticleBy: Geoffrey Hollis
How does one score a department that sends out in March 2013 forms urging the reader to access Direct.gov.uk, a site not used for 6 months? Is this the fault of DVLA, the Department concerned, or were...
View ArticleBy: cliffordsheppard
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...
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