Workflow Pilot Evaluation: Choose Metrics and Review Evidence

Comprendre le processus de démarrage.

Enregistrez le fonctionnement du flux de travail sélectionné avant le pilote, y compris les conditions et exceptions qui l'affectent. Choisissez des observations pertinentes au problème abordé. Évitez de comparer un pilote soigneusement soutenu avec une référence non documentée, puis d'attribuer chaque différence au nouvel outil.

Acceptez les preuves et les limites.

Définissez ce que l'équipe examinera, qui le collectera et quel degré de participation est nécessaire pour comprendre le flux de travail. Incluez les commentaires des utilisateurs et les problèmes opérationnels ainsi que toutes les mesures convenues. Documentez ce que le pilote ne peut pas établir, surtout lorsque seule une petite partie du processus est incluse.

Faites de l'expansion une décision distincte.

Examinez les résultats avec le propriétaire du flux de travail et identifiez les exigences non résolues. Décidez si vous souhaitez ajuster, répéter ou prolonger le projet pilote. Une démonstration positive ne supprime pas la nécessité de planifier un support, une intégration et une adoption plus larges avant que d’autres équipes ne commencent à s’adapter au changement.

Define the comparison before collecting results

Write the question the pilot is meant to answer and define the workflow boundary. Agree when an item starts and finishes, which request types are included and which conditions make records unsuitable for comparison. Collect a baseline using the same definitions where a comparison is intended.

Choose a few measures connected to the question, such as elapsed time, correction work or unresolved requests. Record workload differences, exceptions and changes elsewhere in the process. Review qualitative feedback alongside the figures. Explain missing data and limits of the observation period. Use the results to decide whether to refine, extend or stop the pilot, rather than treating every measured difference as proof of a lasting improvement.

A workflow-pilot measurement plan

Prepare the plan before reviewing results. This makes it easier to explain which conclusions the pilot can and cannot support.

• Decision question: what the team needs to learn before choosing the next step.
• Scope: process boundary, audience, request types and observation period.
• Measure definition: start, finish, unit, data source and recording responsibility.
• Comparison: baseline or alternative process and relevant differences in conditions.
• Exceptions: missing data, unusual cases, correction work and unresolved items.
• Review outcome: findings, limitations, decision owner and the next experiment or action.

Do not report a single average without context

An average can conceal a group of difficult requests, and a small pilot may not represent the wider workload. Inspect the distribution or meaningful categories where appropriate, and keep unresolved cases visible. Explain changes in request mix before comparing periods.

Avoid converting an observed association into a guaranteed business outcome. Training, staffing or policy may have changed at the same time. State what was measured and what remains uncertain. A useful pilot report supports the next decision without overstating what its evidence establishes.

What if the pilot has too little data?

Say so and use the findings to refine the measurement method or plan a further observation period. Qualitative issues can still guide a correction, but limited evidence should not be presented as a reliable estimate for the entire organization. Keep the next decision proportionate to what is known.

ILLUSTRATIVE PLANNING EXAMPLE

Example: evaluating an approval pilot

Define when an approval request starts and finishes before measuring elapsed time. Compare similar request types and record incomplete or urgent requests separately. Review user questions and correction work alongside timing. Check whether a difference could reflect a changed workload or missing records rather than the new workflow.

Record the pilot scope, observation period and limits of the comparison. Use the evidence to choose the next step without presenting a small pilot as a guaranteed organization-wide result.

FURTHER READING

Official resources to explore

Explore the related official guidance below. The templates and examples are practical starting points to adapt to your own project.

• GOV.UK Service Manual: how discovery works