Exemplar services and identity assurance: how complex they are
Updated 4 December 2014
© Crown copyright 2014
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/government-digital-inclusion-strategy/exemplar-services-and-identity-assurance-how-complex-they-are
1. Introduction
Government is building digital services that are simpler, clearer and faster to use. We’re starting with 25 exemplar services.
As part of Action 1 of the Government Digital Inclusion Strategy, GDS has mapped the 25 exemplar services against the digital inclusion scale to help show where these services may be difficult for some people to use. Services will build on this initial work by looking at the digital skills of their users, and will add this information at a later date.
Exemplar teams with GDS support are working to make digital services easier to use. However, there will be some people who may still need assisted digital support to be able to use our digital services.
Each service has an estimated rating of between 1 and 9 on the scale. This indicates the level of digital skills a user requires to complete the service successfully. This rating is based on a number of criteria to understand the complexity of the service. These include:
- how long the service takes to complete on average
- what information is needed
- how easy the service is to use on a mobile device
A service could have a number of different types of user (such as students and sponsors for student loan applications). Each user may be able to complete different tasks within the service, some of which may be more complex than others. For clarity, each rating states who that particular user is and what task they are completing within the service.
The Land registry and Claim Personal Independence Payment (PIP) exemplars are currently not in a position to work out how complex the service will be. We’ll add this information at a later date. While not strictly an exemplar, we’ve given registration for GOV.UK identity assurance an estimated complexity rating.
2. Electoral registration
Digital Inclusion Scale highlighting point six
The electoral registration service makes registering to vote simpler, clearer and faster.
This service has been given a complexity rating of 6. This means a user will need to be able to complete specific, basic tasks online in order to use the service.
| Who will use the service | Someone registering to vote |
| How long it takes on average | 5 minutes |
| What you need | Address details, National Insurance number |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
3. Apprenticeship applications
Digital Inclusion Scale highlighting point 7
If you want to advertise or apply for an apprenticeship you’ll be able to do it quickly and easily online.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone applying for an apprenticeship |
| How long it takes on average | 30 minutes |
| What you need | Email address |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate |
4. Redundancy payments
Digital Inclusion Scale highlighting point 7
If your company has recently become insolvent you’ll be able to apply for redundancy payment online.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone claiming a redundancy payment |
| How long it takes on average | 30 minutes |
| What you need | Email address, National Insurance number, payslips, annual leave records, redundancy notice and pension details |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying (an insolvency practitioner will access the service separately to verify the application) |
| How many sessions you need to complete the service | 1-2 |
| How easy it is to use on a mobile | Moderate |
5. Patent renewals
Digital Inclusion Scale highlighting point 7
If you want to renew a patent you’ll be able to do it quickly and easily online.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone renewing a patent application |
| How long it takes on average | 5 minutes |
| What you need | Email address, patent number, address and debit or credit card, or Intellectual Property Office deposit account details |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
6. Student finance
Digital Inclusion Scale highlighting point 7
If you have, or are applying for, student loans and grants you’ll be able to manage them using an improved online service.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone making full-time application for student finance |
| How long it takes on average | 35 minutes |
| What you need | Email address, sponsor details (including sponsor financial information), bank account, National Insurance number, passport number and course information |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying (sponsor accesses the service separately to submit their information) |
| How many sessions you need to complete the service | 1 for both the student and sponsor |
| How easy it is to use on a mobile | Moderate |
7. Waste carrier registration
Digital Inclusion Scale highlighting point six
You can register as a waste carrier using this quick and easy online service.
This service has been given a complexity rating of 6. This means a user will need to be able to complete specific, basic tasks online in order to use the service.
| Who will use the service | Someone applying for a lower-tier waste carrier permit |
| How long it takes on average | 2-5 minutes |
| What you need | Email address, business address |
| Specialist knowledge required | Awareness of different schemes |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
8. Rural support (Common Agricultural Policy)
Digital Inclusion Scale highlighting point 8
You’ll be able to submit accurate and verifiable information online about how you use your land, so you can claim subsidies under the Common Agricultural Policy.
This service has been given a complexity rating of 8. This means a user will need to be a confident user of online services, often using digital tools in their everyday lives.
| Who will use the service | Someone applying to receive Common Agricultural Policy (CAP) payments for their land |
| How long it takes on average | Can take a few hours depending on the size and complexity of the farm land. Around an extra 10 minutes required for one-time identity assurance registration |
| What you need | Email address, land information, company details |
| Specialist knowledge required | Awareness of different schemes and funding arrangements |
| Other people involved in using the service | A number of people may be needed including the individual, staff working for the individual and specialised land agents |
| How many sessions you need to complete the service | This could vary greatly, depending on the number of people required to complete the service |
| How easy it is to use on a mobile | Difficult |
9. View driving record
Digital Inclusion Scale highlighting point 7
If you’re a driver you can view information from your record, including what vehicles you can drive and any penalty points and disqualifications.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone checking penalty points or what they are entitled to drive |
| How long it takes on average | No more than a few minutes. Around an extra 10 minutes required for one-time identity assurance registration |
| What you need | National insurance number, driving licence number (and identity assurance registration at a later stage) |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person viewing their record |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
10. Personalised registrations
Digital Inclusion Scale highlighting point 7
If you want to transfer or apply for a number plate you’ll be able do it online
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone keeping a personalised number plate after selling a vehicle |
| How long it takes on average | 5-10 minutes. Around an extra 10 minutes required for one-time identity assurance registration |
| What you need | Registration plate details, document reference number and credit/debit card details (and identity assurance registration at a later stage) |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
11. Vehicle management
Digital Inclusion Scale highlighting point 7
If you want to transfer ownership of a car you’ll be able to do it yourself online or using an intermediary.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone selling a vehicle to a trade dealer |
| How long it takes on average | 5-10 minutes. Around an extra 10 minutes required for one-time identity assurance registration |
| What you need | V5C vehicle registration certificate (log book) and registration number (and identity assurance registration at a later stage) |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
12. Claim Carer’s Allowance
Digital Inclusion Scale highlighting point 7
If you’re a carer you’ll be able to apply for Carer’s Allowance using a simple online service.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone applying for financial support as a full time carer |
| How long it takes on average | 30 minutes |
| What you need | National Insurance number, date of birth and address of the person you’re caring for, bank or building society details, any course details if you are studying, and any employment details |
| Specialist knowledge required | Awareness of eligibility criteria |
| Other people involved in using the service | Just the person applying (with the addition of a partner, if applicable) |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
13. Universal Credit
Digital Inclusion Scale highlighting point 7
Universal Credit will roll 6 benefits and tax credits into 1 to simplify the system and ensure people are better off in work.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone applying for financial support as they’re out of work |
| How long it takes on average | 20-40 minutes |
| What you need | National Insurance number, bank details, rent agreement (if applicable), details of savings or other capital, details of any income that’s not from work (eg from an insurance plan and details of any other benefits |
| Specialist knowledge required | Awareness of eligibility criteria |
| Other people involved in using the service | Just the person applying (with the addition of a partner, if applicable) |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate |
14. PAYE for employees
Digital Inclusion Scale highlighting point 7
If you want to check or update your PAYE status you’ll be able to do it online, and see the effect on the tax you pay.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone who pays tax through the Pay As You Earn system who is reporting a change in company car |
| How long it takes on average | 10-15 minutes |
| What you need | Car details (including purchase date of car, how much was paid for the vehicle and CO2 emissions). This is in addition to information required for identity assurance registration |
| Specialist knowledge required | Basic knowledge of tax procedure may be required in some circumstances |
| Other people involved in using the service | Just the person reporting the change |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate |
15. Digital self assessment and Your tax account
Digital Inclusion Scale highlighting point 8
If you’re registered for self-assessment you’ll be able to manage your tax affairs with a fully digital service, without any more confusing paper correspondence.
If you run a business you’ll be able to check how much tax you owe, learn about what you can and can’t claim, and pay your tax — all in one place through Your tax account.
These services have been given a complexity rating of 8. This means a user will need to be a confident user of online services, often using digital tools in their everyday lives.
| Who will use the service | Someone submitting self assessment return. The user has accessed the full self assessment service through the Your tax account service. |
| How long it takes on average | Self assessment could take anywhere between 1-2 hours |
| What you need | Unique Tax Reference number, National Insurance number and could including information relating to earnings from employment, self-employment, income you get as a partner in a business partnership, UK property income, capital gains and foreign income (if applicable) |
| Specialist knowledge required | Knowledge of tax procedure may be required |
| Other people involved in using the service | Just the person submitting their return |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate for Your tax account, difficult for self assessment |
16. Agent online self-serve
Digital Inclusion Scale highlighting point 7
If you’re a tax agent you’ll be able to fully manage your clients’ tax with a simple online service.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | A commercial agent acting on behalf of someone to manage their tax on their behalf |
| How long it takes on average | 10 minutes |
| What you need | In addition to information required to register for identity assurance, information will be required from the individual, depending on the tax product they require an ‘agent’ for (i.e VAT registration number if dealing with VAT) |
| Specialist knowledge required | None |
| Other people involved in using the service | Both the commercial agent and the client |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate for Your tax account, difficult for self assessment |
17. Registered traveller
Digital Inclusion Scale highlighting point 7
If you’re an eligible, frequent traveller to the UK you’ll be able to easily apply to use e-passport gates, cutting time queuing at airports.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone who frequently travels to the UK, wishing to apply to use e-passport gates at airports |
| How long it takes on average | 10-15 minutes |
| What you need | Passport, email address, bank account, credit/debit card |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate |
18. Passports
Digital Inclusion Scale highlighting point 7
If you need to renew your passport you’ll be able to do it using a simple online service.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone renewing their passport, in this instance using a digital photograph provider rather than choosing to upload a photograph themselves |
| How long it takes on average | Not yet known |
| What you need | Old passport number and expiry date, payment details and a digital photograph. Old passport will also need to be returned to HM Passport Office. This is in addition to information required for identity assurance registration. |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 (not including the photograph being taken) |
| How easy it is to use on a mobile | Moderate |
19. Visas
Digital Inclusion Scale highlighting point 7
If you need a visa to visit the UK you’ll be able to apply using a simple online service.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Foreign national applying for a visa to visit the UK |
| How long it takes on average | Not yet known |
| What you need | Email address, online payment details, travel documents (passport and photo) and potentially other documents depending on the individual’s circumstances |
| Specialist knowledge required | Awareness of eligibility criteria |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate |
20. Civil claims
Digital Inclusion Scale highlighting point 8
The civil claims service will save people money and hassle by creating a digital service for small claims.
This service have been given a complexity rating of 8. This means a user will need to be a confident user of online services, often using digital tools in their everyday lives.
| Who will use the service | Someone who is acting as a landlord of a property wishing to evict tenants (or a solicitor acting on their behalf) |
| How long it takes on average | 7-45 minutes |
| What you need | Details of tenancy agreement, tenancy deposit scheme reference number and the notice provided to tenants |
| Specialist knowledge required | Some legal knowledge may be of benefit but is not essential |
| Other people involved in using the service | Just the landlord (or someone acting on their behalf) |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Difficult |
21. Apply to an employment tribunal
Digital Inclusion Scale highlighting point 8
If you’re lodging an appeal to an employment tribunal you can apply and pay the accompanying fee online.
This service have been given a complexity rating of 8. This means a user will need to be a confident user of online services, often using digital tools in their everyday lives.
| Who will use the service | Someone taking an employer to a employment related tribunal |
| How long it takes on average | 30 minutes |
| What you need | ACAS reference number, employment details, earnings information and payment details |
| Specialist knowledge required | Some legal knowledge may be of benefit but is not essential |
| Other people involved in using the service | A number of other people may be needed: ACAS, a legal representative (solicitor) and potentially charitable/voluntary organisations |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Moderate |
22. Prison visit booking
Digital Inclusion Scale highlighting point 7
If you’re visiting a prison you’ll be able to book using a single service, offering a simpler, faster experience for families, friends and professionals.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone visiting a prisoner |
| How long it takes on average | 5 minutes |
| What you need | Prisoner’s name, date of birth, prisoner number and prison location in addition to visitor’s personal information |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person applying |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |
23. Lasting power of attorney
Digital Inclusion Scale highlighting point 8
If you’re making a lasting power of attorney, it’ll be easier using a simple online service, helping people to plan ahead for an uncertain future.
This service have been given a complexity rating of 8. This means a user will need to be a confident user of online services, often using digital tools in their everyday lives.
| Who will use the service | Someone making a lasting power of attorney application |
| How long it takes on average | 60-90 minutes |
| What you need | Personal details of the donor and certificate provider, printer, credit/debit card |
| Specialist knowledge required | Some legal knowledge may be of benefit but is not essential |
| Other people involved in using the service | Multiple people may be required which could include the donor, certificate providers, solicitors and voluntary organisations |
| How many sessions you need to complete the service | At least 2 |
| How easy it is to use on a mobile | Difficult |
24. GOV.UK identity assurance: registration
Digital Inclusion Scale highlighting point 7
You can see more information about the identity assurance project on the GDS blog.
This service has been given a complexity rating of 7. This means a user will require basic online skills in order to use the service.
| Who will use the service | Someone registering for an identity assurance account to access a government service |
| How long it takes on average | 10 minutes |
| What you need | Could include email address, mobile phone, financial information regarding loans, mortgages, current accounts. Also, personal information taken from electoral roll (such as length of time you have been living in a property etc.) |
| Specialist knowledge required | None |
| Other people involved in using the service | Just the person registering |
| How many sessions you need to complete the service | 1 |
| How easy it is to use on a mobile | Easy |