Equity assessment

Equity assessment measures whether government services work equally well for all communities. For example, the U.S. Digital Services Playbook outlines specific metrics to track service performance across different user groups.

Key assessment areas include:

• Response times: Track if some groups face longer processing times than others
• Completion rates: Monitor the percentage of started vs. finished applications across communities
• Error patterns: Identify where specific groups encounter more submission problems
• User satisfaction: Compare feedback scores and support requests between different communities

Teams should track the 95th percentile performance data to spot outliers. Users who face much longer wait times or higher error rates than average. This helps identify where service improvements are most needed.^[1]