Measuring service performance

In any service, what get’s measured is very often what gets done. However, in government, there isn’t a mechanism akin to the stock market that reflects the performance of government services and motivates the government to improve accordingly.

In 2016 I created a team to investigate the possibility of consistent service KPIs across government. Not just for digital, but for the entire service, including policy.

The team delivered a private Beta, with 25 willing partners. Unfortunately, due to conflicting organizational priorities, the product was never launched but I hope that the legacy of the work will one day lead to a solution to this problem.

Roxanne Assadi, Katie Regan, Chris Thomas and the service performance team


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