Pilots are small-scale pieces of research with a limited number of a service’s users. They are a great way to test and iterate elements of your service. They let you...
GDS assisted digital lead Alan Rider shares a few thoughts on preparing to have your support assessed against the digital service standard When I talk to departments and services about...
...stage two: 1. Pre-service signposting This is how services promote their online channel before a user has contacted them, for example, through automated in-queue phone messaging or posters on the...
...for service teams putting appropriate assisted digital support in place. They need to do this to meet point 10 of the Digital By Default Service Standard. Service teams that have...
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....
...flood information service on GOV.UK. The service shows flood warnings in force with river levels and allows users to view this information either as text or on an interactive map....
We recently updated the Government Service Design Manual to help services understand and meet the requirements of criteria 10 of the Digital by Default Service Standard, which focuses on assisted...
...Verify certified companies have technical support services for users - their contact numbers are displayed in their user journey. However, a user may call the service they are trying to...
...number of their services talked about logging calls in the contact centre. This allowed them to spot patterns or recurring errors. These could then be passed back to the service...
...process for all departments and services, and there have been a few bumps in the road along the way. However, we have seen some great examples of services who are...