7 5 types of feedback that helped make GOV.UK a success




Jake Benilov

@benilov

Agile Tour Vilnius 2013

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?

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

What is GDS?



Government

Digital

Service

What is GDS?