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The criteria
The Digital Performance Standard consists of the following 5 criteria.
Each criterion is accompanied by:
- your responsibilities in meeting it
- when and how it should be applied
- further resources and guidance.
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Downloadable resources
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Criterion 2 – Measure the availability of your digital service
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Deliver reliable and seamless digital experiences so users can access digital services when they need to.
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Your responsibilities
To successfully meet this criterion, agencies need to:
- identify the most appropriate measure to monitor availability
- monitor the availability of the digital service based on expected user outcomes
- act to improve user outcomes.
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When to apply
Apply Criterion 2 in the Live environment and consider it during Discovery. Collate metrics and monitor your digital service with a holistic approach. Report your results to build government’s view of its digital services landscape.
The Digital Performance Standard sets the expectation that at a minimum agencies should measure uptime to monitor the availability of the digital service, in line with the industry-standard approach. Where your agency has a mature monitoring framework in place, a more user-centric, comprehensive monitoring approach should be implemented as best practice.
Applying Criterion 2 should focus on the end-user experience to promote continuous improvement of your digital service.
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Questions for consideration
- Can users access the digital service as intended?
- How does your agency currently monitor digital service availability?
- What story might the digital service availability metrics tell you?
- What service improvements are necessary?
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Guidance and resources
- Digital Performance Standard Guidance
- Digital Service Standard
- GOV UK – Monitoring the status of your service
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Your responsibilities
To successfully meet this criterion, agencies need to:
- identify the most appropriate measure to monitor availability
- monitor the availability of the digital service based on expected user outcomes
- act to improve user outcomes.
When to apply
Apply Criterion 2 in the Live environment and consider it during Discovery. Collate metrics and monitor your digital service with a holistic approach. Report your results to build government’s view of its digital services landscape.
The Digital Performance Standard sets the expectation that at a minimum agencies should measure uptime to monitor the availability of the digital service, in line with the industry-standard approach. Where your agency has a mature monitoring framework in place, a more user-centric, comprehensive monitoring approach should be implemented as best practice.
Applying Criterion 2 should focus on the end-user experience to promote continuous improvement of your digital service.
Questions for consideration
- Can users access the digital service as intended?
- How does your agency currently monitor digital service availability?
- What story might the digital service availability metrics tell you?
- What service improvements are necessary?
How to apply criterion 2
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Criterion 3 – Measure the success of your digital service
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Monitor success to understand if your digital service is effective and working well.
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Your responsibilities
To successfully meet this criterion, agencies need to:
- understand what success looks like for the digital service
- identify the most appropriate measure to monitor the success of the digital service
- regularly measure and monitor the effectiveness of the digital service and act to improve outcomes.
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When to apply
Apply Criterion 3 in the Live environment and consider it during Discovery. Collate metrics and monitor your digital service with a holistic approach. Report your results to help government understand the impact and benefits of its ICT investments.
The Digital Performance Standard sets the expectation that, at a minimum, agencies should be monitoring how well they support users to finish the tasks they start in digital services. Where your agency has a mature monitoring framework in place, a more comprehensive monitoring approach that captures data along the user’s digital journey should be implemented as best practice.
Monitor Criterion 3 to evaluate the effectiveness of the digital services and identify areas for continuous improvement.
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Questions for consideration
- What does success look like for the digital service?
- What rate of users complete their end-to-end transaction online?
- What data can be collected along the user journey?
- How can agencies support users to finish the online tasks they start?
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Guidance and resources
- Digital Performance Standard Guidance
- Digital Service Standard
- GOV.UK – Measuring the success of your service
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Your responsibilities
To successfully meet this criterion, agencies need to:
- understand what success looks like for the digital service
- identify the most appropriate measure to monitor the success of the digital service
- regularly measure and monitor the effectiveness of the digital service and act to improve outcomes.
When to apply
Apply Criterion 3 in the Live environment and consider it during Discovery. Collate metrics and monitor your digital service with a holistic approach. Report your results to help government understand the impact and benefits of its ICT investments.
The Digital Performance Standard sets the expectation that, at a minimum, agencies should be monitoring how well they support users to finish the tasks they start in digital services. Where your agency has a mature monitoring framework in place, a more comprehensive monitoring approach that captures data along the user’s digital journey should be implemented as best practice.
Monitor Criterion 3 to evaluate the effectiveness of the digital services and identify areas for continuous improvement.
Questions for consideration
- What does success look like for the digital service?
- What rate of users complete their end-to-end transaction online?
- What data can be collected along the user journey?
- How can agencies support users to finish the online tasks they start?
How to apply criterion 3
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Criterion 4 – Measure if your digital service is meeting customer needs
Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.