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Directgov: Standards

Volume 485: debated on Thursday 11 December 2008

To ask the Secretary of State for Work and Pensions what assessment he has made of the effectiveness of the Directgov website; and what criteria have been established to assess its effectiveness. (242523)

Directgov has a benefits framework covering two customer groups: the citizen and Government Departments. Within each of these groups, performance is determined with reference to five benefits categories. Each of these benefit categories is evidenced by KPIs drawn from a variety of sources.

The effectiveness of Directgov is then monitored through regular reporting against these supporting KPIs. The main sources of information include:

Customer surveys (citizen)—conducted quarterly

Stakeholder surveys (Government Departments)—conducted every six months

Web metrics—available continuously

Brand research—conducted annually (in addition before and after the marketing campaign).

Performance against the framework is assessed on a quarterly basis and reported to the Directgov board.

Currently Directgov is performing well against the target KPIs in each category.