Government benchmarks
Government KPI benchmarks.
Public sector operating benchmarks. Different metrics — service delivery, citizen satisfaction, throughput, and cost-to-serve dominate.
Sourced from
- · SaaS Capital
- · OpenView Partners
- · KeyBanc
- · McKinsey
- · IBISWorld
- · SAZ engagement aggregates
6 benchmarks
Compare your numbers.
Each row shows the typical range across the industry, the median, and the top-quartile threshold.
Productivity
| Metric | Typical range | Median | Top quartile |
|---|---|---|---|
Service throughput improvement Post-modernization measurement. | 8–35% | 18% | 40%+ |
Avg. cycle time (service request) | Service-dependent | Service-dependent | 40% reduction post-modernization |
Digital service adoption | 25–65% | 42% | 80%+ |
Retention
| Metric | Typical range | Median | Top quartile |
|---|---|---|---|
Citizen satisfaction (CSAT) | 58–78% | 68% | 85%+ |
Service NPS | 5–35 | 18 | 45+ |
Profitability
| Metric | Typical range | Median | Top quartile |
|---|---|---|---|
Cost-per-transaction reduction Digital-first vs. legacy. | 15–45% | 25% | 50%+ |
Run the math
Calculators that use these benchmarks.
Plug your numbers in and see where you land against the medians above.
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Digital & Growth
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Technology Modernization for Government
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Government benchmarks
Where do you stand against government top quartile?
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