Measuring Success: KPIs for Digital Service Delivery

Jennifer Martinez•5 min read min read•

12/2/2025

Measuring Success: KPIs for Digital Service Delivery

Measuring the success of digital service delivery requires a comprehensive set of key performance indicators (KPIs). This article outlines the metrics that matter.

Key Performance Indicators

Service Delivery Metrics

Processing Time

• Average time to process applications
• Time to first response
• Time to resolution
• Comparison to service level agreements

Volume Metrics

• Number of cases processed
• Applications received
• Requests handled
• Service uptake rates

Quality Metrics

Accuracy

• Error rates
• Rejection rates
• Correction rates
• First-time resolution rate

Compliance

• Regulatory compliance rate
• Audit findings
• Policy adherence
• Data protection compliance

Resident Satisfaction

Experience Metrics

• Resident satisfaction scores
• Net Promoter Score (NPS)
• Complaint rates
• Compliment rates

Accessibility

• Service accessibility scores
• Digital inclusion metrics
• Channel usage patterns
• Support request rates

Financial Metrics

Cost Efficiency

• Cost per transaction
• Cost per resident
• Operational cost savings
• Return on investment

Resource Utilisation

• Staff productivity
• System utilisation
• Capacity planning metrics
• Resource allocation efficiency

Setting Targets

When setting KPI targets:

1. Base targets on baseline measurements
2. Consider industry benchmarks
3. Align with organisational goals
4. Make targets achievable but challenging
5. Review and adjust regularly

Reporting and Monitoring

Effective KPI management requires:

• Real-time dashboards
• Regular reporting cycles
• Trend analysis
• Comparative analysis
• Action planning based on insights

Conclusion

By tracking the right KPIs, local authorities and housing associations can measure the success of their digital service delivery, identify areas for improvement, and demonstrate value to stakeholders.