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This is a prototype vision of how a future government service could work. It's not a real service yet, but we're exploring what it could look like. Your feedback will help shape the real service.

Step 2: Explore Service Metrics Overview - QuickSight Dashboard Walkthrough

View KPI cards, charts, and tables showing council service performance

Walkthrough progress

Step 2 of 4 • 3 minutes

Step 2 3 minutes

Explore Service Metrics Overview

Examine the dashboard widgets to understand council service performance across 9 service areas and 8 regions.

Find your QuickSight access URL in CloudFormation Outputs
The dashboard loads with council service performance data

Expected outcome

  • You understand what each KPI card represents
  • You can read the Cases by Service Area bar chart
  • You can read the Satisfaction by Service Area bar chart
  • You explore the Service Performance Breakdown table

Understanding the KPI cards

At the top of the dashboard, you'll see 3 KPI (Key Performance Indicator) cards showing critical metrics:

KPI Card 1: Total Cases Received

Value: 267,334

Meaning: Total number of service requests received across all service areas and regions

Why this matters: Gives an overall picture of service demand. This represents real council workload that staff must handle.

KPI Card 2: Average Resolution Rate

Value: 0.85 (85%)

Meaning: 85% of cases received were successfully resolved

Why this matters: High resolution rates mean residents receive effective service. 85% is a strong performance indicator.

KPI Card 3: Average Satisfaction Score

Value: 4.15 out of 5

Meaning: Average satisfaction rating from post-interaction surveys

Why this matters: Overall satisfaction indicator across all council services. 4.15/5 is "Good to Very Good" (industry benchmark: 3.5-4.0/5).

Reading the Cases by Service Area chart

The horizontal bar chart shows case volumes for each of the 9 service areas:

  • Environmental Health: Highest volume (~33K cases) - noise complaints, pest control, food hygiene
  • Parking: Second highest (~32K cases) - permits, fines, enforcement
  • Highways: (~31K cases) - potholes, street lighting, road repairs
  • Customer Services: (~30K cases) - general enquiries, signposting
  • Housing: (~30K cases) - repairs, tenancy, allocations
  • Waste Collection: (~29K cases) - missed bins, bulky waste, recycling
  • Planning Applications: (~29K cases) - applications, enforcement, appeals
  • Council Tax: (~28K cases) - billing, discounts, payments
  • Benefits: (~27K cases) - housing benefit, council tax support

Insight: Environmental Health and Parking generate the most cases. Service managers can use this pattern to allocate resources appropriately across service areas.

Reading the Satisfaction by Service Area chart

The second horizontal bar chart compares satisfaction scores across service areas:

  • Environmental Health: Highest satisfaction (~4.4/5)
  • Benefits: Strong satisfaction (~4.3/5)
  • Customer Services: Good satisfaction (~4.2/5)
  • Council Tax: Good satisfaction (~4.2/5)
  • Parking: Moderate satisfaction (~4.1/5)
  • Waste Collection: Moderate satisfaction (~4.1/5)
  • Planning Applications: Lower satisfaction (~4.0/5)

Insight: Environmental Health achieves highest satisfaction despite handling high volume. Planning Applications has lower satisfaction - possibly due to longer processing times or complex decisions. This suggests opportunities for improvement in the planning service.

Exploring the Service Performance Breakdown table

The detailed table shows performance metrics broken down by service area AND region:

Sample data from the table
service_area region cases_received cases_resolved satisfaction
Benefits East Midlands 3,631 3,074 4.05
Council Tax East Midlands 3,759 3,161 4.27
Housing London 3,798 3,222 4.38
Highways North East 4,361 3,750 4.10

The table includes data from 8 regions: East Midlands, London, North East, North West, South East, South West, West Midlands, and Yorkshire.

Power of detailed tables: Officers can now see regional variations without requesting custom reports. Housing in London (4.38 satisfaction) outperforms Housing in North West (3.88) - why? This prompts useful questions.

Reflection: What questions can you answer?

Just by looking at this dashboard for 3 minutes, you can now answer:

  • "How many total cases are we handling?" → 267,334 across all services
  • "What's our overall resolution rate?" → 85% (0.85)
  • "Which service area has the most demand?" → Environmental Health (~33K cases)
  • "Which service has the highest satisfaction?" → Environmental Health (4.4/5)
  • "How does Housing perform in London vs North West?" → London 4.38 vs North West 3.88

Without QuickSight: Each of these questions would require a separate ticket to IT, 3-7 day wait for Excel report.
With QuickSight: All answers visible in 3 minutes of dashboard exploration.

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