SERVICE STANDARD · POINT 10
Define success and publish performance data
If you cannot say what success looks like, you cannot know whether the service is working — and you cannot prioritise improvements honestly.
Agree what good looks like — completion rates, time taken, user satisfaction — and measure against it. Publish performance data so teams and the public can see whether the service is working.
Success measures should reflect user outcomes: can people complete the task, how long does it take, how satisfied are they, how many need support? Teams agree metrics in Discovery or Alpha and instrument the service to capture them.
Publishing performance data creates accountability. Many government services publish completion rates and satisfaction scores on GOV.UK — transparency helps users and helps the wider community learn.
How teams usually demonstrate this
- Defined KPIs linked to user outcomes, not vanity metrics
- Analytics instrumentation and reporting in place
- Performance data published or planned for publication
- Evidence that metrics inform prioritisation
Phases where this often matters
See also delivery phase guides and how frameworks fit together.
Related standard points
- Point 1: Understand users and their needs
- Point 8: Iterate and improve frequently
- Point 14: Operate a reliable service
Point 10 of the Service Standard is published by the Government Digital Service on GOV.UK. Content is available under the Open Government Licence v3.0. UCD Services explains the standard in its own words and is not affiliated with GOV.UK or the Government Digital Service.