Government OKR resources

[indiamaydesign]

As Digdir moves towards more and more teams using the OKR framework to develop OKRs, we thought it might be helpful to keep a list here of resources that are relevant to not only product development but government in general.

What Matters has a list of useful government OKR examples with metrics like:

• Reduce the average form completion time to 15 minutes (from 45 minutes today)
• Proactively reach out to enrollees before benefits expire, reducing re-enrollment rate 15%
• 7/10 people able to apply
• 1000 ms response time
• 1% error rate
• 99% uptime
• Design and build three new features
• Fewer than 2 bugs per feature in quality assurance testing
• Secure top 100 position in the health and fitness category of app store charts*

-* Using external rankings might be interesting for us as we have Kunnskap og Analyse working on our contributions to surveys like OECD Digital Government Index, UN E-Government Survey and more

Scott Colfer from GOV.UK has advice for the discovery phase, including tracking things like:

• time taken for first interview (to close the gap between onboarding designers and actioning research)
• time taken to complete discovery
• % of discoveries requiring extensions
• confidence in discovery insights
• % of discovery team ceremonies attended by stakeholders
• time taken to carry out first user interview
• amount of time spent with users during discovery
• % of discoveries that require a deadline extension
• % of discoveries that lead to digital solutions
• % of discoveries that do not continue to alpha
• % of discoveries that pivot the problem, or user, or both
• % of discoveries that recommend pausing until conditions are right for alpha
• % of discoveries that suggest that ‘digital’ isn’t the best, or only solution space to explore in alpha
• % of discovery team members, Service Managers and stakeholders that can consistently describe the value and approach to discovery
• stakeholders/’the business’ satisfaction with discovery
• % of ‘work’ that makes an informed choice in the best model (agile or project) based on the conditions in which it’s working
• the average cost of a discovery
• number of pre-Discoveries that take place in the future versus in the past
• % discovery teams reporting that a pre-discovery helped their discovery
• average time spent by a team defining the brief

The Singapore Government Developer Portal has great metrics for use:

• the cost of hosting transactions
• user satisfaction
• adoption rate
• conversion rate

From the ROI institute, five levels of measurement:
0. Input and indicators:

• Number of projects
• Audiences
• Web site hits
• Request
• Attendance
• Costs
• Time to deliver

1. Reaction and planned action:

• Relevance
• Importance
• Usefulness
• Appeal
• Emotion
• Brevity
• Uniqueness
• Concreteness
• New information
• Motivation
• Appropriateness
• Intent to use

2. Learning and confidence:

• Information
• Knowledge
• Understanding
• Capability
• Contacts
• Confidence
• Perceptions
• Skills

3. Application and implementation

• Use of information
• Use of knowledge
• Use of skill
• Completion of actions
• Completion of tasks
• Implementation of ideas
• Following the policy
• Use of procedure
• Use of regulation
• Success with the application
• Barrier
• Enablers

4. Business impact

• Productivity
• Quality
• Incidents
• Efficiency
• Compliance discrepancies
• Costs
• Employee engagement
• Employee retention
• Customer service
• Customer satisfaction
  Intangible measures:
• Includes a technique to isolate the effects of the communication project

5. Return on investment

• ROI (%)
• Benefit cost ratio
• Payback period