Policy : Data-Driven Decision-Making

Commitment to Insight-Led Engineering
We do not rely on guesswork - we let data guide our decisions. Whether improving our engineering practices, optimising system performance, or enhancing user experience, we use real-time insights, telemetry, and feedback loops to inform our choices.

Our goal is to create a culture where data is at the heart of everything we do - from strategic initiatives to day-to-day engineering decisions. We believe that better data leads to better decisions, which leads to better outcomes.

What This Means
Teams must actively collect, analyse, and act on data to continuously improve our products, services, and ways of working. Data must be accessible, reliable, and integrated into decision-making processes at all levels.

Our commitment to data-driven decision-making is built on:

  • Telemetry & Observability by Default – Every system we build must provide deep visibility into its health, performance, and usage patterns.
  • Metrics-Driven Engineering Practices – We use key engineering and operational metrics (e.g., DORA, SPACE, SLOs) to measure and improve our ways of working.
  • Continuous Feedback Loops – We listen to user behaviour, system analytics, and operational insights to make informed improvements.
  • Data-Driven Experimentation – We leverage A/B testing, feature flags, and hypothesis-driven development to validate decisions before scaling.
  • Automated Reporting & Dashboards – We ensure teams have real-time access to meaningful, actionable insights to drive improvements.

Why This Matters
Without data, we operate in the dark - relying on assumptions rather than facts. By embedding data-driven decision-making into our culture, we ensure that:

  • We continuously improve engineering quality, performance, and reliability.
  • We make proactive, informed decisions rather than reactive, uninformed ones.
  • We understand and optimise user experience, delivering value that truly matters.
  • We measure our impact and continuously refine our strategies.

Our Expectation
All teams must adopt a data-first mindset - capturing, analysing, and using data to continuously refine engineering practices and product quality. Engineering leaders must champion the use of data to guide decision-making, ensuring objectivity, transparency, and accountability.
To support this policy, standardised metrics, dashboards, and observability frameworks will be provided, enabling teams to access and act on meaningful insights. By making data-driven decisions the norm, not the exception, we create a high-performing, learning organisation that delivers Better Value Sooner Safer Happier.

This policy reinforces the importance of data in driving engineering excellence while keeping it aspirational and actionable.