Once the new services and updated technology are in place, the Cabinet Office said it plans to revise the business-as-usual performance measures, many of which are decades old, in order to utilise more modern measurements such as the net promoter score, a metric that assesses the user’s likelihood of recommending the product or service.39 It plans to introduce benchmarks that are on a par with external organisations, including private sector organisations and governmental bodies in other nations, in order to stretch its technology and service providers.40 Lessons learned