7 types of feedback that helped make GOV.UK a success
Jake Benilov
@benilov
Who am I?




UK Cabinet Office
Agenda
UK government publishing, GDS & GOV.UK
GOV.UK and feedback
Agenda
UK government publishing, GDS & GOV.UK
GOV.UK and feedback
Government publishing in 2010
750 top level domains
Government publishing in 2010
Directgov, Business Link 6 years old
Government publishing in 2010

Directgov
Government publishing in 2010

Business Link
Government publishing in 2010
no unified website identities
Government publishing in 2010

Government publishing in 2010
Government publishing in 2010
Government publishing in 2010
users have to understand the structure of government to find information and services
Directgov usability problems
"everything is in one place, but it is a confusing place."
Source: Consumer Focus, Does Directgov Deliver?
Directgov usability problems
"At present, there are over a 100 sections and headings that link from the home page."
Source: Consumer Focus, Does Directgov Deliver?
Directgov usability problems
"Much content duplicates the work of existing trusted sources"
Source: Consumer Focus, Does Directgov Deliver?
Directgov usability problems
"Online surveys of visitors to Directgov shows 35% of people are unable to find everything they want"
Source: Consumer Focus, Does Directgov Deliver?

Martha Lane Fox, UK Digital Champion
Making online services more efficient

Making online services more efficient
1. Fix transactional services
2. Fix publishing
3. Go wholesale, not just retail
4. New CEO Digital
Source: Tom Loosemore, GDS Changing by Doing, http://slidesha.re/nzYV4T
Making online services more efficient
2. Fix publishing (single domain, consistent UX, shared platform)
4. New CEO Digital (with powers & means to deliver above)
Source: Tom Loosemore, GDS Changing by Doing, http://slidesha.re/nzYV4T
What is GDS?
Government
Digital
Service
What is GDS?
