Impact metrics

Government design needs clear ways to measure success. Unlike business metrics focused on profit, public service metrics track how well services help citizens.

Key measurement areas include:

• Task completion: How many users finish services successfully
• Service understanding: Ability for users to quickly understand how to interact with the program or service
• Time savings: Reduction in service completion time
• Error reduction: Fewer mistakes in forms and applications, reducing rework
• Support needs: Decrease in help requests
• Access improvements: More people using digital services

Set baseline measurements before making changes. This helps prove the value of design improvements and shows where services still need work. Compare metrics across different user groups to ensure changes help everyone.^[1]

Focus on qualitative and quantitative metrics that show real impact on citizens' lives. Track both digital metrics like completion rates and real-world results like reduced wait times at service centers.