DTA making progress with Performance Dashboard

The Digital Transformation Agency (DTA) has become the first Australian government agency to publish its ‘cost-per-transaction’ metric on the Performance Dashboard.

The Performance Dashboard was developed by the DTA to help agencies monitor and publish how well their services are meeting user needs, and their progress with the government’s digital transformation agenda.

Under the DTA’s new Digital Service Standard, government agencies are now required to publicly report on their dashboard how well government services are performing once those services have reached public beta stage.

One of the metrics tracked by the dashboard is cost per transaction, which is a measure of the total cost of a user’s journey through a government service from start to finish.

Costs can include the labour or man hours needed to support the transaction, ongoing operational and maintenance work, and the cost of supporting services including call centres and shopfronts.

The DTA’s current cost per transaction on the dashboard is $5.82, but the agency aims to reduce this to $3 within the next 12 months and less than $2 within 24 months as agency reporting processes become more streamlined and data updating becomes automated.

The publication follows the completion of a beta assessment of the dashboard itself to ensure it is meeting the Digital Service Standard.

“We built the Performance Dashboard for the sole purpose of giving government agencies somewhere to show the public how well their services are meeting user needs,” DTA interim CEO Nerida O’Loughlin said.

“It is a good example of the Australian Government’s commitment to the Digital Transformation Agenda and to delivering better and simpler digital services to the Australian public.”