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.