Once the new services and updated technology are in place, the Cabinet Office said it plans to revise the business-as-usual performance measures, many of which are decades old, in order to utilise more modern measurements such as the net promoter score, a metric that assesses the user’s likelihood of recommending the product or service.39 It plans to introduce benchmarks that are on a par with external organisations, including private sector organisations and governmental bodies in other nati...

Once the new services and updated technology are in place, the Cabinet Office said it plans to revise the business-as-usual performance measures, many of which are decades old, in order to utilise more modern measurements such as the net promoter score, a metric that assesses the user’s likelihood of recommending the product or service.39 It plans to introduce benchmarks that are on a par with external organisations, including private sector organisations and governmental bodies in other nations, in order to stretch its technology and service providers.40 Lessons learned Type: conclusion | Number: 20 | Response status: accepted Government response: The government agrees with the Committee’s recommendation. Target implementation date: September 2023 Strategy success measures have been delivery oriented to date. There has been recognition that these measures need to evolve as the Strategy is implemented. At the time of the NAO report, the focus