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Information and public services for the Island of Jersey

L'înformâtion et les sèrvices publyis pouor I'Île dé Jèrri

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Performance Measures 2021

Service performance measures for government departments provide a detailed overview of the delivery of key services in areas including heath, education, customer services, community safety and criminal justice.

The service performance measures are defined in the Departmental Operational Business Plans and were reported on for the first time in the 2020 Annual Report and Accounts. From 2021 the service performance measures are reported on quarterly (where data is available quarterly). Customer satisfaction information is also being released.

A Red, Amber or Green (RAG) indicator for each measure shows the RAG status to date within the year. Notes are provided where necessary to provide context.

​Status
Colour​
​Indicator
​Green

​The indicator is on or exceeding target
​Amber

The indicator is at or within 5% of the target​
​Red

The indicator is not within 5% of the target​

HCS already publish a large amount of performance data and have their own established definitions etc. To ensure consistency in reporting of HCS data we have used the RAG ratings as already reported by HCS - any differences are noted in the HCS table.

The tables contain a Direction of Travel (DoT) arrow which is also RAG rated (and may have a different colour from the overall rating for a service performance measure)

Performance measures by Customer rating

The Government of Jersey asks customers to ‘rate our service’ at key service touchpoints, such as after a phone call, email or appointment. This gives immediate feedback on the service customers have just received. 

The customer experience measurement has been developed within the last year as part of the Government of Jersey's customer strategy. It is at different stages of roll out in different departments and volumes are still low in some areas compared to the volume of interactions, however, work is progressing to increase volume across Government as this measurement becomes more embedded.

Customer experience

Customer complaints

Customer compliments

Performance measures by department

Chief Operating Office

Children, Young People, Education and Skills

Customer and Local Services

Health and Community Services

Infrastructure, Housing and Environment

Justice and Home Affairs

Office of the Chief Executive

Strategic Policy, Planning and Performance

Treasury and Exchequer

Other performance information

You can find current data on how Jersey is performing against a range of social, environmental and economic indicators on Jersey's Performance Framework: measuring sustainable wellbeing.

You can also find all the latest Statistics Jersey reports and a range of facts and figures for Jersey on Jersey in Figures.

Future Jersey was produced following agreement in the States Assembly that the Government’s strategic planning process, historically based on medium-term plans aligned to the election cycle, needed a longer-term view.

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