The Cabinet Office has yet to start monitoring overall progress of the government’s Shared Services Strategy. The Cabinet Office has no performance indicators that measure strategy progress. Shared services performance measures consider only business-as-usual service provision such as payroll accuracy, invoice accuracy, end- user satisfaction, government transfers and mobility of services, as well as a further 40 measures. These measures do not allow the Cabinet Office to understand the progress being made on this major programme of change. For example, there are no indicators to monitor progress on data and process standardisation. The Cabinet Office told us it will shortly begin working on designing and implementing new indicators which will allow them to track delivery against planned milestones and understand delivery progress. Once these are in place, it will introduce benchmarks that will allow it to assess its own performance against current standards of good practice in similar external initiatives. Recommendation 5: When the Cabinet Office writes to us in six months, it should include an update about the methods it has developed to track the overall progress of the Shared Services Strategy, including how it is tracking clusters’ progress towards milestones. Government Shared Services 7