How to apply the Service Standard
Government services are often trying to solve complex problems. And the environment in which they’re created is complex, too. For example, it often involves dealing with legacy technology, or with working practices that take time to change because they’re based on contractual commitments.
You cannot solve a complex problem in one go. You have to start small with something that’s just complex enough to learn from - then put it in front of users, and iterate based on what you learn.
This approach allows you to release new or improved services quickly and regularly. Which is great, because that’s when they start making a difference to users.
Applying the Service Standard
Whether a service has done enough to meet the Service Standard is a matter of judgement. But bear in mind that there are problems you can iterate your way out of, and problems you cannot.
For example, it may not make sense to hold up release of a new transaction because the user experience is not perfect. As long as you’re carrying out the right user research, you can generally iterate your way out of that sort of problem.
On the other hand, there are some problems you cannot iterate your way out of. For example, by the time it’s at the stage when it’s going to be used by real users, a service should always:
- meet accessibility standards
- be secure, and not put government or user data at risk
And the service team should avoid locking in a solution that cannot be iterated because of choices they make about contracts or technology.
Making transactional services work as part of a wider user journey
If a service team is bringing transactions together as part of a wider service, it’s unlikely that they’ll be able to fix everything at once.
For example, it might make sense to fix the content on GOV.UK as a first step. And use that as an opportunity to carry out research and learn more about what users need from the transactions.
But service teams should be able to demonstrate that they’re doing what makes sense from a strategic point of view, with the aim of providing the best possible experience for users. Rather than being limited by organisational boundaries, for example.
Get help if you work in UK central government
If you have a UK central government email address, you can join the #standards-assessments Slack channel.
Or you can contact your department’s assessment team.
Get help if you work in UK local government
If you’re working in local government you can use the localgov digital Slack channel to ask questions.
Useful links
- Last update:
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Updated information about which version of the standard to use.
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Guidance first published