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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
Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.