Stick aspect – speak to Richard/Russell about whether we would switch off a thing based on PP metrics?
Tax disc take-up static at 53% made the problem visible Cost of digital versus postal versus telephone versus face-to-face
LPA - motivated to build own dashboards by PP Positive feedback button Large organisations are often siloed. Government can be an unfortunately very strong example of this.
Getting people to work with us. Compliance is one option (a stick). But not a great way to get people to want to work with you an come on a journey. Instead we do a sales pitch to an extent (come do this, here are the benefits, we’ll pay for it and you get insight into how your service is performing).
They are clients – we build an API, they provide data and they hopefully get value from the service we provide.
Enable comparisons across services.
What is good? We can look at a conversion funnel and not know that. Having more services enables us to say what’s relatively good, and what other services should be looking at to learn and improve their own things.
A large part of the challenge is connecting the data – that is an organisational problem to some extent rather than a technology problem. Not something that government in the UK has traditionally done, and quite a change for people.
Some people think this shouldn’t be public (to the extent of wanting to veto data?).
Should talk about Seddon. The Performance Platform enables us to show success (% digital, customer satisfaction) but also failure demand (how many people had to ring a call centre 5 times to progress their application, how many people start a transaction but don’t complete it)