Programme performance measures – doing the right things

August 7, 2015 by No Comments | Category Digital Public Services,

This is a post by Calum Shepherd, our Head of Digital Strategy.

We should be providing assurance that the strategic decisions we make are correct. We can do this by making sure that the things we do, create or build are all measurable and realise a series of benefits.

We’ve called these performance measures; they will be used by our team to assure everything from our direction of travel, through to individual features that are made available through released products or services.

Our programme level performance measures cover:

  • iterating on products (
  • moving websites through transitioning (
  • future transactional services
  • future performance platform data sets

The programme performance measures are linked to our policy objectives within the measurement and benefits framework of “Scotland’s Digital Future: Delivery of Public Services”. This helps us ensure we are in sync with national objectives.

Individual performance measures are then linked to benefits contained within our business case – helping to ensure we are realising the specific benefits of the programme.

Our performance measures contain goals, KPIs, metrics, baselines, targets, target periods, review dates and list data sources.

KPIs are as follows:


  • user satisfaction
  • sessions (organic, referral and social)
  • new users
  • cost-per-session


  • session retention (search)
  • user retention
  • content items ratio

Transactional services (future)

  • user satisfaction
  • completion rate
  • cost-per-transaction
  • digital take-up

Performance platform (future)

  • transactional services
  • transactional services (with KPIs)
  • transactional services (with KPIs) – manual
  • transactional services (with KPIs) – automated

These are being tracked within shareable spreadsheets, but the ambition is to make these available more publicly in due course.

We’ll be sharing updates on this, and much more on social, so follow the team via @mygovscot on Twitter for more updates. Want to comment? Let us know below!

Tags: ,


Leave a comment

By submitting a comment, you understand it may be published on this public website. Please read our privacy policy to see how the Scottish Government handles your information.

Your email address will not be published. Required fields are marked *