This post was contributed by Joanne Inskip, Senior Customer Insight Manager at the Government Digital Service:
At the start of 2011, the GDS Customer Insight team were given the task of developing a research methodology that could:
- Measure the performance of digital government services (specifically: task completion rates, time taken, drop out points, user comprehension and satisfaction)
- Be used on the live services as well as those in development
- Blend behavioural data with perception data
- Be rolled out across government to provided consistent measures for digital transactions
Government Digital Service 