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Help and encourage people to use your service: accessibility, assisted digital, user support.…
An introduction to providing assisted digital support for government services, what assisted digital support is, and the people you need to support.
How to design assisted digital support for people who can’t use online government services on their own.
The work you must do as you build your service and the topics you need to discuss in your alpha, beta and live service assessments.
The assisted digital and digital take-up community is for anyone interested in how to design support for users who need help online, and increase digital take-up.
How to attract users, increase digital take up and promote your online service.
How to measure digital take-up: calculations, channel shift, reporting.
Research with people who can't or won't use digital services: who to include, how to do it, digital inclusion scale, assisted digital personas.
Use this version of the standard if you started your discovery before July 2019.
Meeting the accessibility standard, and how to test your service.
Identify the skills your team needs, procure them through a third party supplier, contractor, temporary worker or interim; includes the Digital Marketplace.
How to measure completion rate: calculations, understanding transactions, what to include, reporting.
Provide a service that everyone can use, including people with disabilities or other legally protected characteristics.
The skills and roles your digital delivery team needs for each service phase, and why you must work with teams across your organisation.
When to retire a service, considering user needs, telling your users and what to do after the service is retired.
Check if you need approval to spend money on a digital or technology service.
The standards and assurance community is for anyone with an interest in government standards and how they can be used to build high quality digital services.
How to measure user satisfaction with your service: calculations, designing feedback, reporting.
How to test your service to make sure it's accessible to users with disabilities.
How to measure the cost per transaction on your service: calculations and reporting.
Don’t include personal or financial information like your National Insurance number or credit card details.
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