Performance and accessibility

Annexure E, Criterion 7 requires a live KPI dashboard in production covering task success, completion, satisfaction, effort and accessibility. This is that dashboard, running against the prototype.

Where these numbers come from

Prototype measurement, not production RUM. Figures come from scripted task runs and Lighthouse passes on this build, sampled 15–21 September 2026. In production the same panel reads from real-user monitoring and the service desk.

Sampling window: 15 to 21 September 2026
Method: Scripted task runs, Lighthouse and axe-core on this build
Not shown: Real-user monitoring, which only exists once the estate is live

The five service KPIs

Each figure is compared against the previous seven-day period, with the measurement method stated so the number can be argued with.

Task success rate

94.2%of tasks

up 2.6 percentage points from 91.6% in the previous period

Target 90% or above

12 scripted tasks, 40 runs each, across five site groups

Completion rate

88.7%of tasks

up 3.6 percentage points from 85.1% in the previous period

Target 85% or above

Share of started journeys reaching the confirmation screen

Customer satisfaction

4.4out of 5

up 0.2 points from 4.2 in the previous period

Target 4.0 or above

Post-task rating, 1 to 5, 312 responses

Customer effort score

2.1out of 7, lower is better

up 0.5 points from 2.6 in the previous period

Target 3.0 or below

'How much effort did that take?', 1 to 7, lower is better

Accessibility score

98out of 100

up 2.0 points from 96 in the previous period

Target 95 or above, zero critical

Automated axe-core sweep plus a manual keyboard and screen-reader pass

Task success rate over eight weeks

One series, weekly, from the same twelve scripted tasks

Task success rate by week, 28 July to 15 September 2026
Week beginning	Task success rate
28 Jul	86.4%
4 Aug	87.9%
11 Aug	88.2%
18 Aug	90.1%
25 Aug	89.4%
1 Sep	91.6%
8 Sep	92.8%
15 Sep	94.2%

Task success rate rose from 86.4% in the week beginning 28 July to 94.2% in the week beginning 15 September, a gain of 7.8 percentage points. The only fall was in the week beginning 25 August, when the figure dipped from 90.1% to 89.4% after the tender filter was changed.

Open accessibility violations by severity

37 open across all 90 sites

Open accessibility violations by severity across the estate
Severity	Open violations
Critical	0
Serious	2
Moderate	11
Minor	24

No critical violations are open anywhere in the estate. There are 2 serious, 11 moderate and 24 minor, 37 in total. A critical or serious violation blocks a release; moderate and minor ones are scheduled into the next content sprint.

Critical, 0None open across the estate
Serious, 2Missing alt text on two sub-centre gallery images
Moderate, 11Heading order breaks on legacy imported pages
Minor, 24Redundant link titles in footer link sets

Core Web Vitals

Measured on the slowest page of each site group, not the fastest

All three within target

Largest Contentful Paint
Target 2.5 s or less
1.8 s72% of the budget used
Slowest page: centre directory at 2.3 s
Within target
Cumulative Layout Shift
Target 0.1 or less
0.0220% of the budget used
Worst page: news listing at 0.04
Within target
Interaction to Next Paint
Target 200 ms or less
142 ms71% of the budget used
Slowest interaction: tender filter at 186 ms
Within target

Availability against the SLA

Rolling 90 days

99.82%Within target

The contracted floor is 99.5%. Measured availability is 0.32 points above it, which is 233 minutes of downtime in ninety days.

Where the SLA sits on the scale

99.00%100.00%

The red mark is the 99.5% SLA floor; the filled band is measured availability.

Incidents by priority

14 raised in the same ninety days

Incident counts by priority, with what each priority means and its response and resolution commitment
Priority	Open and closed	What it means	Response and resolution
P0	0	Estate-wide outage	Respond in 15 min, resolve in 4 h
P1	1	A site or a core service down	Respond in 30 min, resolve in 8 h
P2	4	Feature degraded, a workaround exists	Respond in 4 h, resolve in 3 days
P3	9	Cosmetic or content defect	Respond in 1 day, resolve in 10 days

Accessibility score by site group

Automated axe-core sweep, averaged within each group, out of 100

National portal
1 site
99 out of 100
Directorate microsites
12 sites
98 out of 100
Sub-centre microsites
58 sites
96 out of 100
Centres of Entrepreneurship
12 sites
97 out of 100
Scheme portals
7 sites
95 out of 100

Shown as labelled meters rather than a bar chart: the scores sit between 95 and 99, and bars drawn from a zero baseline would be indistinguishable while bars drawn from 95 would exaggerate the differences.