Dagenham One Stop Shop
...number of council services in Barking and Dagenham are being made available digitally through a system called ‘My Account’, an online portal which enables customers to access services 24 hours...
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Apprenticeship applications post-alpha assessment
Posted by:
Alan Rider, Posted on:
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Categories:
digital by default service standard, digital take-up, exemplar services, user research
...support in place that’s aimed towards those who genuinely need it.' One of the first exemplar services to go through an assessment under the full set of Service Standard criteria...
No stone left unturned: Find an apprenticeship assisted digital user research
Posted by:
Jessica Gough and Alan Rider, Posted on:
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Categories:
about assisted digital, assisted digital in action, digital by default service standard, digital inclusion, exemplar services, user research
Jessica Gough, user research manager for the Find an Apprenticeship exemplar service talks about how they approached the challenges of researching with offline users of a service aimed at a...
Understanding our services, supporting our users
Posted by:
Richard Smith, Posted on:
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Categories:
digital by default service standard, digital inclusion, exemplar services
...digital skill a user needs to complete the service successfully. We have assessed the complexity of each service based on a number of criteria. These include how long the service...
Working in partnership to support service users in Sunderland
Posted by:
Richard Smith, Posted on:
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Categories:
assisted digital in action, digital take-up, partnership working
...encourage visitors to complete digital council transactions unaided wherever possible. Additionally, telephone points help customers with any queries. Sunderland City Central Customer Service Centre We visited Sunderland’s main centre, the...
Testing assisted digital support for Carer's Allowance
Posted by:
Katie Regan, Posted on:
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Categories:
assisted digital in action, exemplar services, user research
Government is transforming digital services to be so good that people prefer to use them, but what happens when a user can’t use the online service? Will they be excluded...
Introducing the assisted digital user journey
...providing support for people who can’t complete government digital services whilst encouraging people who can use digital services to do so independently. We have identified many different ways that someone...
Assisted Digital for Redundancy Payments Service
Posted by:
Redundancy Payments Service Team and Richard Palfery, Posted on:
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Categories:
about assisted digital, assisted digital in action, digital inclusion, user research
The Redundancy Payments Service will shortly be released as a public beta service having passed its recent service assessment on all 26 points, including putting appropriate assisted digital support in...
How the assisted digital team works
...Service Standard assessments Assisted digital is point 10 on the Digital by Default Service Standard. No redesigned digital service will go live without high-quality, cost-effective assisted digital support. The assisted...
What I did this summer: Six months of digital take up
Posted by:
daveworley, Posted on:
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Categories:
about assisted digital, channel shift, digital take-up, exemplar services, government service design manual
...with partner organisations can help services to establish assisted digital routes for these users, boosting the number of digital transactions. It’s been great to see services doing great things around...