Digital Service Adoption Rate
Percentage of eligible service transactions completed through digital channels vs. in-person or paper
What is Digital Service Adoption Rate?
Digital service adoption rate is the percentage of public service transactions completed online. It shows how well a government body moves services to digital channels.
Digital transactions are usually cheaper and quicker, so higher adoption can improve service and reduce cost, provided people who cannot use digital channels are still supported.
How this KPI is measured
- Function
- Product & Engineering
- Sub-function
- Digital Services
- Industry
- Government & Public Sector
- Type
- Lagging
- Impact
- Operational
- Unit
- %
- Measurement frequency
- Monthly / Quarterly
- Formula
- (Transactions completed digitally / Total transactions) × 100
How to calculate it
Divide transactions completed digitally by total transactions, and multiply by 100.
For example, if 700,000 of 1,000,000 transactions were completed online, adoption is 70%.
Track by service and by user group to see who is not using digital channels, and check satisfaction and completion, not just take-up.
Where it is used
Tracking digital transformation
Measure take-up.
Reducing service cost
Shift to cheaper channels.
Finding barriers
See who is left out.
How to improve it
Tips and common mistakes
- Do not force people online who cannot use digital services.
- Look at failed digital journeys too.
- Design for accessibility.
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