Box 2 UK Digital Service Standard Understand user needs develop a deep knowledge of who the service users are and what — that means for the design of the service Ongoing user research plan for ongoing user research and usability testing to — continuously improve the service Have a multidisciplinary team with the skills to design, build and operate the service, with — oversight by suitably skilled managers with decision making responsibility Use agile methods build your service using iterative and usercentred methods — Iterate and improve frequently build your service so it can be iterated and improved on a — frequent basis and make sure that you have the capacity, resources and technical flexibility to do so Evaluate tools and systems to choose tools and systems that will be used to build, host, — operate and measure the service, and how to procure them Understand security and privacy issues evaluate what user data and information the — digital service will be providing or storing and address the security level, legal responsibility, privacy issues and risks associated with the service (consulting with experts where appropriate) Make all new source code open and reusable publish it under appropriate licences (or — provide a convincing explanation as to why this be done for specific subsets of the can’t source code) Use open standards and common platforms where available including GOV.UK Verify as — an option for identity assurance Test the endtoend service in an environment identical to that of the live version, including — on all common browsers and devices, and using dummy accounts and a representative sample of users Make a plan for being offline to manage the event of the digital service being taken — temporarily offline Make sure users succeed first time create a service that is simple to use and intuitive — enough that users succeed the first time Make the user experience consistent with GOV.UK build a service consistent with the — user experience of the rest of GOV.UK including using the design patterns and style guide Measure and report on performance collect and analyse performance data to guide — continuous improvement, identify key performance indicators, including the key four ones, and report on this data Test with the minister test the service from beginning to end with the minister responsible – for it. Source: UK Government (2017).
Box 2 UK Digital Service Standard Understand user needs — develop a deep knowledge of who the service users are and what that means for the design of the service Ongoing user research — plan for ongoing user research and usability testing to continuously improve the service Have a multidisciplinary team — with the skills to design, build and operate the service, with oversight by suitably skilled managers with decision making responsibility Use agile methods — build your service using iterative and usercentred methods Iterate and improve frequently — build your service so it can be iterated and improved on a frequent basis and make sure that you have the capacity, resources and technical flexibility to do so Evaluate tools and systems — to choose tools and systems that will be used to build, host, operate and measure the service, and how to procure them Understand security and privacy issues — evaluate what user data and information the digital service will be providing or storing and address the security level, legal responsibility, privacy issues and risks associated with the service (consulting with experts where appropriate) Make all new source code open and reusable — publish it under appropriate licences (or provide a convincing explanation as to why this can’t be done for specific subsets of the source code) Use open standards and common platforms where available — including GOV.UK Verify as an option for identity assurance Test the endtoend service — in an environment identical to that of the live version, including on all common browsers and devices, and using dummy accounts and a representative sample of users Make a plan for being offline — to manage the event of the digital service being taken temporarily offline Make sure users succeed first time — create a service that is simple to use and intuitive enough that users succeed the first time Make the user experience consistent with GOV.UK — build a service consistent with the user experience of the rest of GOV.UK including using the design patterns and style guide Measure and report on performance — collect and analyse performance data to guide continuous improvement, identify key performance indicators, including the key four ones, and report on this data Test with the minister – test the service from beginning to end with the minister responsible for it. Source: UK Government (2017).
productivity-review-supporting13.docx