Defra recognised that one of the main issues of legacy systems was that they created a burden on the service user. But the NAO found that Defra does not measure the cost to its customers of its unmodernised digital services.12 We asked the Department what work it had done to understand the potential cost savings to the user of modernising its digital systems, for example the cost of time spent filling out paper forms. Defra explained that it would look to build this in as part of developing business cases for changing its systems. It noted that it had so far found them hard to quantify, but that CDDO had provided a framework which should help it asses these costs.13 Progress in addressing legacy systems