The resulting framework combines 54 measures that can be considered through a range CX drivers, laddering up to three success factors:

Is the experience becoming easier and meeting user needs?
Is the experience driving adoption in the short- to medium-term?
Is widespread and long-term strategic change emerging?

The model our team created works well for both products, with different measures for each, and through a dashboard users can gain meaningful insights for practical change at the interaction, journey and relationship levels. Considerations in it design incorporated alignment with the OECD digital government index. 

The framework is designed to evolve over time as programs mature, and more customers and adopting organisations use the services. Not to mention changes in customer needs and expectations.

The first of its kind, the CX measurement framework has the potential to create a common, re-usable CX framework across government.

How do we know our cornerstone products are on track?

Designing government services that improve outcomes for everyone