We’re learning a lot about users as we work with more teams outside GDS. Jamie Trollope from the Customer Insight and Diversity Team at the Driver and Vehicle Licensing Agency (DVLA) writes about what they’ve discovered during some recent user testing.
Customer insight plays a vital part in ensuring any DVLA product, service or initiative is fit for purpose and easy to use for all our customers. Recently we tested new versions of driving licence renewal reminder forms and new online transactions with profoundly deaf customers. We wanted to share some of our findings.
Last Friday Rebecca Kemp, Joshua Marshall and I visited the opening of the ‘Design that Makes a Difference’ exhibition at the Royal College of Art. Josh is our accessibility lead and Rebecca leads the Assisted Digital programme. Organised as a collaboration between the Helen Hamlyn Centre for Design and the Norwegian government, the exhibition is about “inclusive design” and “showcases 20 leading projects from the UK and Norway that demonstrate the benefits of people-centred design thinking”.
Today the National Audit Office (NAO) published their Digital Britain Two report, examining the government’s digital by default strategy. In particular, the report took a close look at the strategy document we published last November, and assessed whether the evidence stacked up for taking the direction we’ve chosen.
The NAO’s views on what we’ve done are important, because they are both independent of government and responsible for checking that it spends public money wisely. Their reports are often very influential. In 2011 they published the Digital Britain One report (PDF, 556kB), which recommended five lessons that informed the newly created Government Digital Service (GDS).
Today’s launch of 18 departmental digital strategies is a statement of ambition for the reform of public services. Mike Bracken writes about what these plans for digital transformation mean.
Today we published the Government Approach to Assisted Digital as part of the Government Digital Strategy. Assisted Digital provision is the help and support we will provide so people who can’t use digital services independently can access digital by default services.
Although we co-ordinated publication, the document was developed collaboratively with Digital Leaders, departmental assisted digital leads, and with organisations working with people who are not online. Read more
GDS has published the Digital Landscape Research today alongside the Government Digital Strategy. We want to tell you more about the research, and why we did it. Read more
Back in May, we blogged about the work we were just starting on assisted digital. Today, in the Government Digital Strategy, we commit to taking a cross-government approach to assisted digital, to continuing our work with departments and expert organisations to agree this approach, and to publish it by December.
You can read the details in the strategy and you can see the research we’ve done with people who are online and offline too.
I’ve had lots of conversations about Digital by Default in government and outside. Quite rightly, one of the first things people raise in response to the idea of Digital by Default is that not everyone is online, and that lots of people who are online may not have the skills to do complex things. Here I wanted to say a few things to complement the strategy by putting our ideas about assisted digital in context. Read more
This morning Minister for the Cabinet Office Francis Maude published the digital strategy, and I wanted to explain why and how it was developed. Read more
The Government Digital Service assisted digital team has been up and running for a few weeks now and we wanted to share some of our early thoughts. Read more on assisted digital
GDS aims to create digital services that are world class and become the channel of choice for service users. But the demographic of those who remain offline reveals that these very citizens are some of the heaviest users and most reliant on access to public services.
We recognise that if we are to succeed in driving channel shift to digital then services and transactions need to be developed with a relentless focus on users. We want to make use of the most innovative and versatile technology to deliver products that match industry leaders while ensuring that no-one is left behind. Read more about how we are engaging with hard to reach users