What is performance measurement?
The deliberate act of setting goals and finding out if your digital presence is meeting them.
Information on how to measure social media and online engagement can be found in:
Why measure performance?
Every service must aim for continuous improvement. It’s important to have discussions about a service’s strengths and weaknesses regularly. The right metrics will make sure your decisions to improve your service are supported by evidence (data).
Qualitative feedback is also valid
What you find is also crucial for the Whole of Victorian Government (WoVG)
A WoVG view of all digital activity allows for better decisions and planning. It gives a big picture view of the kinds of online services citizens prefer, and the ones they prefer to use face-to-face.
What does the Victorian Government recommend?
All Victorian Government online services must develop goals and methods of measuring success when planning a service or product.
These goals and measures should be reviewed regularly throughout the product lifecycle.
Consider the entire user journey. Include both online and offline channels. Also, include where users go when they can’t complete a task.
What standards must be met?
Google analytics tracking codes
Each website you operate must report into the WoVG analytics account using the WoVG analytics tracking code.
Check your department’s intranet to find out who looks after analytics or contact your Digital Management Committee (DMC) or its equivalent.
What is a transaction?
Transactions are an exchange of:
- goods or services
Transactions on your service will have clearly defined start and end points. They will also result in a change to a government system, for example, someone’s personal information or details of an interaction are stored in a register or database.
The following activities don’t have clearly defined start and end points and aren't recorded in a government system, so they're not transactions:
- general advice or enquiries
- informal complaints
- visits to websites
Reviewed 20 August 2019