Gap Analysis

Gap analysis compares a defined current state with a desired state and identifies the differences that matter for a decision. The gap can concern performance, capability, coverage, or a requirement. Identifying it does not establish its cause or prescribe a particular solution.

Consider a hypothetical team that processes expense claims, each requiring a check of the submitted receipts. If observed mean handling time is eight minutes per claim and the agreed target is six, the absolute gap is two minutes per case. Relative to the eight-minute baseline, the required reduction is 25%. Confirm that the population and timing rules match before calculating the gap.

Break the claim process into steps and investigate where change is possible. Missing receipt records, repeated verification, and slow software in those steps may produce different interventions. Record evidence, dependencies, owners, and unresolved assumptions. A desired state can also be unrealistic; analysis may justify revising the target rather than forcing a technology purchase.

References:

• GOV.UK service measurement guidance