Putting Users First: The Story of GOV.UK's Digital Transformation
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Presentation on GOV.UK as a single domain catering to both mainstream users and needs and specialist users and needs. Presented by Louise Russell, Head of Local Links and Programme, at Really Useful Day: Improving user journeys in Durham on 12 December 2014.
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Putting Users First: The Story of GOV.UK's Digital Transformation
- 1. Putting users first The story of GOV.UK (ex)GDS*
- 2. In 2004 the government web went from a loosely coordinated collection of websites...
- 3. to something a bit simpler... Directgov Business Link
- 4. The web is now mainstream Users expect high quality service experiences And businesses know how to deliver them
- 7. GOV.UK has gone from this... directgov businesslink Directgov Business Link
- 8. ...to a single domain GOV.UK Mainstream Users & Needs Specialist Users & Needs
- 10. Focused on user needs, not government needs
- 11. A relentless focus on user needs
- 12. Simpler
- 15. Clearer
- 18. Faster
- 22. Simpler Clearer Faster……. …..and loads cheaper
- 23. 2012/13 ’s saved some money… £42 million In 2012/13 In 2012/13 IMN201012/13 PSaarualh (ex)GDS GD**S IN
- 24. £50 million Estimated saving per year by replacing Directgov, BusinessLink, departmental sites and related organisation sites with GOV.UK
- 25. E.g. Online: 22p Phone: £4.11 Post: £6.62 Digital by default 20 x cheaper than phone, 30 x cheaper than post 50 x cheaper than face-to-face
- 26. GOV.UK is doing less
- 27. GOV.UK is doing less
- 28. It’s focussed on tasks, getting to the “quick do”
- 29. It optimises for the common case but doesn’t ignore the edge case
- 30. What does this mean for local government?
- 31. There are 140 journeys from GOV.UK to local government
- 32. We need your help to make those journeys as good as possible
- 33. But equally importantly, there are things you can copy that we have learnt along the way
Notas do Editor
- beta – task completion from c60% to c70%
- DirectGov - c 120 seconds GOV.UK - c 80 seconds 100,000 days a year
- £42m saved in 2012/13 by bringing Directgov and BusinessLink websites onto GOV.UK. It cost £7.9m to run Directgov and BusinessLink in 2012/13 before the content was moved to GOV.UK. (Government Digital Strategy Quarterly Progress Report July 2013)
- Half the people Less than half the cost 7 x the output