Question to the Cabinet Office:

To ask the Minister for the Cabinet Office, with reference to the policy paper entitled Transforming for a digital future: 2022 to 2025 roadmap for digital and data, published on 28 September 2023, what is included within the service performance framework developed by the Central Digital and Data Office.

In its 2022-2025 Roadmap for Digital and Data, the Government committed that by 2025, at least 50 of government’s top 75 identified services will move to a ‘great’ standard, against a consistent measure of service performance.

The framework, developed by the Central Digital and Data Office (CDDO) in the Cabinet Office, in consultation with departments, has quantitative and qualitative elements to assess the end-to-end service, and focuses on usability, efficiency, and compliance. The metrics used to measure these are:

• Usability:

• Digital adoption - proportion of transactions completed online

• Digital completion - proportion that are start online are completed

• User satisfaction - proportion of users that are satisfied

• Efficiency:

• Cost per transaction - the cost to provide the service including staffing, technology and operational costs

• Compliance:

• Accessibility - whether it meets legal accessibility requirements

These quantitative measures are consistently assessed using a benchmark of government services and industry standards to provide a robust assessment. Additional data and context can be included through qualitative assessment to ensure a complete and accurate assessment.

Further information on the framework has been published at

https://www.gov.uk/government/publications/transforming-for-a-digital-future-governments-2022-to-25-roadmap-for-digital-and-data/transforming-for-a-digital-future-governments-2022-to-25-roadmap-for-digital-and-data#the-six-missions