Measuring success in policy context

Government services need to show they meet both policy requirements and user needs. This means measuring success differently than in commercial projects, where metrics often focus only on user engagement or business goals. Success in government services combines compliance and effectiveness. Track how well your service follows policy requirements while measuring if it actually helps people complete important tasks. For example, monitor both accessibility compliance and task completion rates for users with different abilities. Create measures that matter to various stakeholders. Policy teams need compliance data, service teams need operational metrics, and design teams need user success rates. Combining these helps show the full impact of design improvements.