Following feedback from all over government, and working with a host of internal teams here at GDS, we are pleased to announce the new, revised Digital Service Standard.
The Service Standard now contains 18 points, as opposed to the previous 26. Although it's shorter, it continues to capture all the key components needed to make a service that transforms the lives and experiences of users/so good that users prefer to use it.
The main changes to the new Standard include:
- the points have been re-ordered so that they are grouped by theme so that they flow better
- the requirement for setting KPIs and for reporting on the performance platform has been separated to improve clarity
- the point on using analytics tools has been amended to emphasise the importance of translating information into continuous improvement once a service is public
- the point on digital take-up has been made more explicit
- assisted digital support is no longer a discrete point and is instead part of other criteria - reflecting that assisted digital support is an integral part of any service
The new standard will come into effect on 1 June 2015 and will continue to apply to new and redesigned external-facing services. The Service Manual, prompts and evidence document, and other related documents have been updated to reflect the changes made.
We'll continue to iterate
In line with GDS’s commitment to continuous learning and getting better, the new Standard will be revised again next year and we will be asking for your thoughts on what worked, what didn’t work and what could have been done better.
Get in touch with the Service Standard team if you have any questions.