According to the GOV.UK website, digital by default refers to the criteria to meet, for digital teams that are building government services (see: Digital by Default Service Standard). As a result, the team is split into multi-disciplinary sub-teams on a project by project basis dependent on individual skillsets and resource required. Develop digital capability throughout the civil service – “Becoming a digital civil service.” Redesign transactional services to meet a new digital by default service standard – “Digital services so good that all who can use them, prefer to use them.” Complete the transition to GOV.UK – “Simpler, clearer and faster for users.” Government Digital Service (GDS) is leading the digital transformation of government. Customer service standards are the measurable micro goals towards the bigger goal of customer satisfaction. I co-wrote it with Andrew Greenway, with input from people across the Government Digital Service. We will also increasingly be able to provide citizens and patients with direct and im… I want to thank everyone at GDS and across government who have helped to make Digital by Default integral to how we build services; it’s going to be a busy year getting some 150 services through assessments. The digital service standard helps teams to create and run great public services. Measuring and Assessing Digital Services 31 5. Realizing a Digital Service 23 4. There may be some cases where developing in a non-agile way is preferred and if you are part of the service team please contact us. The Digital First Service Standard is a set of 22 criteria that all digital services developed by Scottish Central Government sector organisations and Scottish Government corporate services must meet. The staging site is then handed over to the client for client user testing against original user journeys. Public sector organisations have a legal duty to make websites accessible. As part of the government’s wider ‘Digital by Default’ drive, the service standard was introduced in 2014 and updated a year later … https://gds.blog.gov.uk/2014/04/01/a-year-in-the-making-the-digital-by-default-service-standard/. Comment by A service is assessed against the standard at 3 different stages to make sure it’s on track. We’ve shared what we’ve learnt, and have been working hard to make sure the standard is in the best shape to assess services against. Non-essential cookies are also used to tailor and improve services. These criteria are the building blocks for making a user-focused service that is safe and changes over time based on feedback. We were over the moon to see a public body taking such a proactive approach to qualifying digital standards, an approach that is very much in line with our own process. The standard was developed over time, influenced by the way GDS was building GOV.UK. Our focus has been to create an assessment process which is collaborative, supportive and of value to the teams building digital services across the public sector. Common browsers include Chrome, Firefox, Internet Explorer, Safari and Opera and we also test across multiple devices such as iPhone, Android and Windows smartphone and tablet devices. The standard is also important in leading change within government; making sure that all the skills and capabilities we need to make a successful service are part of the same team, and embedded within departments and agencies. We first published the standard in April last year, along with the Service Design Manual, to give services time to ensure that they could meet the criteria. You may have heard us harp on about it before, but we’re big lovers of the agile methodology. The New Zealand Government made a commitment under the Open Government Partnership to publish a preferred assessment model for the Standard. Developing beautiful websites with great UX is what makes us tick. If a service doesn’t pass it won’t appear on GOV.UK. Since April 2014 the Digital by Default Service Standard has ensured central government digital teams build high quality services. 01 Understand user needs. To successfully apply it, government agencies must meet the criteria. At this stage, we develop project KPIs with the client team and evaluate the current CMS and system requirements. Today the Digital by Default Service Standard comes into full force. It's not just GDS who think this (System Error Report). This was just the start. These digital standards were … standards.data.gov.uk15 provides a list of standards related to government, whilst schema.org16 contains more general schema for structured data on the Internet. A service standard has qualitative aspects, such as: Appropriateness – refers to the service … Data can be communicated between systems with absolute fidelity, eliminating misinformation and misunderstandings. posted on In fact, we closed the agency for two days and put the entire company through agile training and their PSM Scrum Master 1 certifications, to ensure it runs through our core. Connected systems ensure that clinicians have immediate access to relevant and appropriate patient data from care providers and settings. Steven Boung Our research begins at proposal stage where we take time to understand our clients marketplace and competitor USPs enabling us to provide suggestions and advice for the project moving forward. For example, point 13 originally stated: “Build a service with the same look, feel and tone as GOV.UK, using the service manual.”, “Build a service consistent with the user experience of the rest of GOV.UK by using the design patterns and style guide.”. Government ICT policies, services, initiatives and strategies. Using agile methodology throughout the design and build stages of the project supports a closer working relationship and ensures collaboration with our client throughout. Departments themselves will be assessing services with less than 100,000 transactions and we will soon be publishing details before they launch on GOV.UK. Our agile process adheres to the ‘fail fast, learn fast’ mantra. digital by default principles Along with the once only & transparency principles, this approach aims to digitalize & simplify the administration; increase efficiency of data use so that citizens must only supply it once; & boost transparency of how the government uses data. We have also been working with the Office of the Chief Information Officer in SG to ensure Digital First aligns with the government’s overarching assurance framework.More information on our Digital First Service Standard. Put appropriate assisted digital support in place that’s aimed towards those who genuinely need it. Research to develop a deep knowledge of who the service users are and what that means for the design of the service. Digital first and digital by default refer to a shift in organisational culture away from favouring traditional channels to prioritising digital ones. Skip to main content GOV.WALES uses cookies which are essential for the site to work. W3C standards17 define an Open Web Platform for application development which can be used as a foundation for the architecture and design choices of the digital service. Following the web development stage, projects are tested across multiple browsers and devices in our UA testing area. These assessments have a focus on understanding user needs, security, privacy, and the capability to iterate a service quickly based on feedback. Digital Service Design Standard – Recommendations for Assessment and Reporting Models. Digital by default service standard Posted by: Kate Towsey , Posted on: 19 June 2014 - Categories: User researchers: what you need to do to pass the Digital by Default Service Assessment In spring 2014, the Government Digital Service published the Digital by Default Service Standard. GDS is committed to working in the open - making decisions and reporting the work that is happening, like on this blog. Redesign transactional services to meet a new digital by default service standard All departments will undertake end-to-end service redesign of all transactional services with over 100,000 transactions each year. It helps digital teams to build services that are simple, clear and fast. A Service standard is a reasonable and measurable expectation from the side of the recipient, and an honest commitment by the service provider, to meet or exceed that expectation. All new digital services from the government must meet the Digital by Default Service Standard. A Digital by Default Standard for Local Government? This includes services for users (for example submitting an application) or corporate services (for example checking your payslip online). posted on Find out how your organisation is impacted at GOV.UK/accessibility-regulations. Tom Scott During our on-site discovery sessions, we become fully immersed in our clients’ business, getting to know the typical end users and stakeholders, prioritising content and wireframing key user journeys for the new site. The acceptance criteria is also to be included in the supplier’s exit plan. Does the guidance explain when agile is *not* the right answer? All services should expect to be assessed at least three times during the normal development cycles of alpha, beta and live. The standard supports both the Cabinet Office spend controls and protects the integrity of GOV.UK itself. As such, we continuously test, catching any bugs or errors early and allowing for quicker updates and fixes to be implemented. Assessments are no different; we have been publishing the outcomes since the beginning of the year on the GDS data blog. The agile methodology dictates that we work in two week sprints with a sprint review at the end of each, where the increments are released to our clients for review and testing. In some cases that would lead to an organisational or service change rather than developing a digital service, and so no coding is needed whatsoever. Other content in this section. The Digital by Default Service Standard assessment is now specifically linked to acceptance criteria and suppliers’ warranties of quality. We’re happy to share more about our agile approach to projects, just drop us an email to [email protected]. Public sector organisations have a legal duty to make websites accessible. It’s important that services meet this standard so that users of GOV.UK can expect the same high quality and ease of use throughout the site, no matter which service they are accessing. The service standard has 26 criteria which teams use to help shape how they develop a service. Research to develop a deep knowledge of the users and their context for using the service. The Digital Service Design Standard (the Standard) was published in mid-2018. In the real world agile isn't always beneficial and GDS needs to make this clear - otherwise it'll dogmatically drive up unnecessary costs and complexity, and users will be left with the feeling that agile is a political stick to beat them with. Defining Digital Service 15 3. Digital by Default Service Assessment user researcher checklist In preparation for a service assessment (going from alpha to beta, during beta or going into the live stage), the user researcher may need to provide details of the user research work they’ve carried out in respect of the service. They're the minimum height your service reps should be able to jump. The team is led by a digital product owner who is responsible for liaising with the client and ensuring their expectations are met. We know that by sharing this information we are all accountable for the results of an assessment, and we expect service managers will use this to better understand the assessment process. Greater standardisation of data, infrastructure, platforms and APIs will create a health and care system which is more joined-up, safer and more efficient. In the last year we have run over 50 assessments, using the standard as the basis for deciding if a service is on track to be Digital by Default. on 02 April 2014. The standard has 26 different criteria that each new or redesigned service launched on GOV.UK must meet. All new or redesigned 2. We will make sure that assessments happen at some point after an alpha is completed, before a service is launched on GOV.UK as a beta, and finally before a service goes ‘live’ and is certified as Digital by Default. The standard has 3 themes: 1. user needs- focus on what your users want to do rather than the organisation’s objectives or the mechanics of delivering your service 2. technology … The updated Service Standard is a signal of things to come, and of a government that works as one organisation, across channels and departmental boundaries, to provide great services to users. The GDS Government Service Standard — formerly Digital Service Standard — helps government create and run, user-led digital services. All public facing transactional services must meet the standard. So, we are changing the wording of some points to be certain there is no doubt of their meaning. World Standards Day 2020: JobPosting schema Since 2016 I seem to find myself finding some excuse to make an annual call for a renewed uptake of the schema.org JobPosting standard...so this year ‘World Standards Day’ gets the honor of giving me a hook to hang this post on. This allows us to assess if there are opportunities for efficiencies or improvements to be made. Suppliers’ warranties also no longer extend to … Discovery has the ability to ensure development of a new or redesigned service is actually needed. It’s used by departments and the Government Digital Service to check whether a service is good enough for public use. The information so far has not included specific results on each point of the standard, so we are going to include these details with assessments completed from today. Overwhelmingly agile works for developing services and as so GDS has not provided guidance for other development methods. We place people (both our internal team and client stakeholders) at the forefront of our projects allowing for regular feedback and the flexibility for inevitable changes and overcoming of hurdles. The Government of Canada’s Digital Standards form the foundation of the government’s shift to becoming more agile, open, and user-focused. In addition, the Government conducts mystery-shopping checks based on the DSS, to ensure that our digital services are implemented consistently to meet the desired outcomes in DGB. Created by the Government Digital Service (GDS), a transactional service must meet each criteria to pass an assessment. Read more of 4 steps to get going with assisted digital research Common assessment recommendations we make to service teams about their assisted digital plans Digital Service Standards All public facing digital services of the Government must meet the DSS. Digital Service Standard The Digital Service Standard helps digital teams build government services that are simple, clear and fast. Suite 9, 4th Floor, Building 3, Universal Square, Devonshire St N. One other change is to clarify the stages of assessments. Across the Civil Service, teams have been using the Digital by Default Service Standard to help them build digital services of a consistently high quality. 02. Digital Service Standard 8 2. Digital Service Standard criteria The Digital Service Standard is made up of 13 criteria to help government agencies design and deliver services that are simple, clear and fast. - Point 10 in the Digital by Default Service Standard. As the agile process works with small regular releases (increments), this means risk is reduced and predictability is increased. Your digital engagement manager will help you with this. Last month was a really important one for the Digital by Default Service Standard. We have utilised the agile approach to great success when working with clients including EDF Energy Group, The Courtauld Institute of Art, Young Vic and the University of Southampton and all our future projects will be subject to our agile process, thus ensuring that we practice what we preach as a “people business”. Comment by Based on our principles of quality support, here are 21 customer service standards to guide your team. We created the standard in response to Action 6 of the Government Digital Strategy. In a bid to ensure digital teams and agencies build high quality government services, the Digital by Default Service Standard was launched, and in June 2015, 18 points of criteria were outlined. It’s based along the lines of Government Digital Service’s Digital by Default but includes three extra principles around the use of open data principles, green ICT and data hosting. Each point of the criteria looks at different aspects of a digital service. Test the waters. Digital Service Standard criteria. Additionally, any new versions of the browsers released during the lifecycle of the project will be tested before the website is launched into the live environment. A small but important change that will help services and assessors alike. You’ll have 30 minutes before the assessment to set up equipment, or get the room ready. We’ve had positive feedback from service managers who found the assessments helpful in continuing to iterate their services: We had an assessment last week, it really did feel collaborative with lots of knowledge sharing. 1. Digital First Service Standard 01. Follow Tom on Twitter @drtommac, and don't forget to sign up for email alerts. on 02 April 2014. Governing Digital Services 36 List of References 45 Annexures 46 User centred Understand user needs. Additionally, for many of our client projects, we conduct 6 monthly and yearly reviews to track performance and identify any opportunities for growth. We launched our beta for one thing.Just as importantly, the Digital Leaders network – the people responsible for driving the digital agenda across government – agreed to the standard and the governance process for assessing services against it. Find out how your organisation is impacted at, GOV.UK service and product owners need to upload an, Weekend links: Royal Messengers, betas, social media and more, Digital marches on: rising take-up, falling costs, The Document Checking Service: trialling online passport validity checks. You’ll need to bring your own food and drink with you. The Digital First Service Standard sets the standard for all online services, which are to be provided via mygov.scot. Today the Digital by Default Service Standard comes into full force. Of course, we’ll be continuing to iterate the process as well. GOV.UK service and product owners need to upload an accessibility page and publishers need to upload an accessible documents policy. In a bid to ensure digital teams and agencies build high quality government services, the Digital by Default Service Standard was launched, and in June 2015, 18 points of criteria were outlined. The Department of the Premier and Cabinet delivers technology, cyber security, digital leadership and services for the South Australian Government, industry and citizens. It is important to note that digital first and digital by default do not suggest replacing traditional channels with digital ones. They will guide teams in designing digital services in a way that best serves Canadians. Download the new Service Standard poster . Create two different versions of the same thing (an email, a tweet, a way to register … You will have heard us ramble on about our collaborative working approach time and time again - we are extremely proud of this and it has helped us to develop award-winning websites over the years. The Digital Service Standard is a set of best-practice principles for designing and delivering government services. However, we also want our clients to see return on investment and identify the value add of our services. As such, we implement Google Analytics across all our sites to collect insightful user data that aids future site improvements. Although it has never affected the outcome of an assessment, some points of the standard seem to lack the clarity that we have come to expect. By continuing to use this site, you agree to our use of cookies. Continuous feedback.