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Exemplar number 19 Registered Traveller Service

Up to 1 million journeys into the UK will be faster and easier for eligible frequent travellers

Status

This service is now live.

Successes

  • Alpha completed within 6 weeks
  • Code from Exemplar 21: Visit visa applications reused, saving time
  • ePassport gates are now available to registered travellers at Heathrow and Gatwick airports
  • New caseworking system went live in October 2014 and the old system was successfully decommissioned
  • Online payment successfully introduced along with invitation codes
  • Service now integrates securely with other existing systems and the method of integration will likely be reused by other services in the Home Office
  • The service passed its live Digital by Default Service Standard assessment

Challenges

  • Integrating the service with current systems
  • Managing the transition and renewal of pilot members to the live service

Next

  • Add new visa types to eligibility requirements
  • Iterate and improve the caseworking system
Screenshot of Screenshot of live service, February 2015
Screenshot of live service, February 2015
Screenshot of Screenshot of live service, February 2015
Screenshot of live service, February 2015

Live service performance

Completion rate

The number of users who complete the digital transaction as a percentage of those who start

The number of users who complete the digital transaction as a percentage of those who start

User satisfaction

Digital strategy statement

E-passport gates are a secure and convenient self-service alternative to the conventional border control process. A quick and easy way of crossing the border, e-Gates have proved popular with the travelling public, with transactions steadily rising — over the last year 7.8 million people used the gates

Scope of exemplar

The registered traveller service lets members use the e-passport gates where they have made an online application before travel.

Digital inclusion

GDS has mapped the exemplars against the digital inclusion scale to help show where these services may be difficult for some people to use. See the rating for Registered traveller.