13. Identify performance indicators for the service, incorporating existing indicators and publishing to a performance platform, if appropriate.

The purpose of this point is to ensure that all stakeholders involved in the end to end service understand how the service is performing. To enable this, all of the national and local performance metrics that need to be captured and measured must be built into the design of the service.

For local indicators, think about what the important facts are that will help you to identify how the end to end service is doing at any point in time and help you to navigate through the opportunities and challenges that present themselves on your service improvement journey.

Where indicators already exist, review their value against the facts that are important to the service before creating new ones. To be of value the indicators must help inform changes of practice that are designed to improve the performance of the service.

Be clear about who needs to see the performance data, when they need to see it and in what format it will be most helpful to be accessed.

When considering where to publish the data, aim to keep it in one place to maximise the chance of stakeholders knowing where to find the information you want them to see.

There is some helpful guidance on this documented in the Measuring success - Using data to improve your service section of the Government Service Design Manual.


The Standard was launched on 7 April 2016.

This guidance was last amended on 17 June 2016 as part of Service Standard Sprint #1.

You can read more about the Standard here.

All content in this guide is available under the Open Government Licence v3.0, except where otherwise stated.