Katy Arnold, Head of User Research Profession in the Home Office, talks about the approach they used to identify assisted digital users, which came up with some interesting and unexpected results.
...match the updates. The guidance now includes new information and definitions around assisted digital provision, as agreed through our cross-government work. For example, the guidance now explains; when services don’t...
Put appropriate assisted digital support in place that’s aimed towards those who genuinely need it. - Point 10 in the Digital by Default Service Standard
...into user needs ensures that nobody is excluded from the service and that taxpayers’ money is used to best effect. Whether a service does or doesn’t pass, we usually make...
During the Digital by Default Service Assessment, every service will be assessed on whether the service team has identified who will need digital assistance and how best to provide it.
Over the last few months we have been doing a lot of work with services to identify what the user journey for assisted digital will be.
As government becomes digital by default, we recognise that some people are offline and others, whilst online, have limited digital capability.
...team works and who is responsible for what. The team is lead by Clive Richardson, our Head of Assisted Digital. Our purpose as a team is to make sure that...
...to potential providers of assisted digital support from the commercial, voluntary and wider public sectors. Being open about our work We’ve already been blogging (over on the GDS blog) about...