We use some essential cookies to make this website work.
We’d like to set additional cookies to understand how you use GOV.UK, remember your settings and improve government services.
We also use cookies set by other sites to help us deliver content from their services.
You have accepted additional cookies. You can change your cookie settings at any time.
You have rejected additional cookies. You can change your cookie settings at any time.
Departments, agencies and public bodies
News stories, speeches, letters and notices
Detailed guidance, regulations and rules
Reports, analysis and official statistics
Consultations and strategy
Data, Freedom of Information releases and corporate reports
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.
Help and encourage people to use your service: accessibility, assisted digital, user support.
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.
Research with people who cannot or will not use digital services: who to include, how to do it, digital inclusion scale, assisted digital personas.
How to measure digital take-up: calculations, channel shift, reporting.
How to attract users, increase digital take up and promote your online service.
Use this version of the standard if you started your discovery before July 2019.
Meeting the accessibility standard, and how to test your service.
How to measure completion rate: calculations, understanding transactions, what to include, reporting.
The skills and roles your digital delivery team needs for each service phase, and why you must work with teams across your organisation.
Work towards creating a service that meets users’ needs across all channels, including online, phone, paper and face to face.
Provide a service that everyone can use, including disabled people and people with other legally protected characteristics. And people who do not have access to the internet or lack the skills or confidence to use it.
When to retire a service, considering user needs, telling your users and what to do after the service is retired.
Skills a service team needs to deliver a successful user-focused service.
Check if you need approval to spend money on a digital or technology service.
How to measure user satisfaction with your service: calculations, designing feedback, reporting.
Making sure everyone who needs your service can use it as easily as possible.
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.
To help us improve GOV.UK, we’d like to know more about your visit today. We’ll send you a link to a feedback form. It will take only 2 minutes to fill in. Don’t worry we won’t send you spam or share your email address with anyone.