This case study is to illustrate redesigning services.
This was published under the 2010 to 2015 Conservative and Liberal Democrat coalition government
The Government Digital Strategy commits each government department to carrying out 16 actions.
Action 2 is that services handling over 100,000 transactions each year will be redesigned, operated and improved by a skilled, experienced and empowered service manager.
Don’t include personal or financial information like your National Insurance number or credit card details.