Measuring our Success

Given the significant change to DDaT across the organisation, we need to develop a robust set of new measures and metrics to ensure we can track progress. We will set out specific performance indicators in the delivery plan against each workstream, aligning as appropriate to the following quantitative and qualitative measures: 

Quantitative:

• Reduced service failure demand
• Reduced complaints as services are redesigned to be easier to use
• Reduced officer time spent on back office processing, through better systems integration and automation, along with less complaint escalation
• Reduced traditional operating costs for services (e.g. energy, travel, paper usage etc.)
• Increased efficiencies in technology delivery and scalability

Qualitative:

• Improved customer satisfaction
• Increased staff satisfaction better experience and use of technology
• Improved reputation with our stakeholders
• Improved support for long-term customers of major business areas, like adult and children’s social care
• Happier members with fewer citizen complaints