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14 dec sheenagh reynolds
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14 dec sheenagh reynolds


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  • 1. Directgov Review and the Future for Government on the Web
    Felicity Shaw
    Head of Inclusion
    Digital Delivery Team
  • 2. Background
    Martha Lane Fox appointed UK Digital Champion by PM in June
    Part of her remit:
    Advising Government on how efficiencies can best be realised through the online delivery of public services including “driving the transformation and redirection of Directgov”
    Strategic review of Directgov began over the summer and reported to Minister for the Cabinet Office this autumn
    Review not in isolation, but part of wider consideration of how government communicates with citizens via the web
  • 3. Context
    More than 40 million adults (80%) in the UK now use the internet.
    30 million people using it every day.
    99% of 16-24 year olds and 96% of 25-34 year olds now online.
    For the majority of the population, digital channels are the default for communications, finding and sharing information, paying bills and buying and selling goods.
    Office of National Statistics bulletin on Internet Access (2010)
  • 4. Directgov’s role
    1. Provides access to online transactional services e.g. Student loans, car tax and Jobseeker’s allowance
    2. Publishes government information – information for citizens all in one place
    Needs to empower citizens and make information accessible
    Services should allow Government to turn other channels off
  • 5.
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  • 7. Key MLF approach
    Directgov needs to put needs of the user first
    Open up digital transactions so they are delivered where and how citizens want to access them – e.g. Via private sector and charities
    Syndicating content so information is available where people are on the web
    Aim for a transformation of how Government delivers via the web
  • 8. 1. Make Directgov the front end for all departments’ transactional online services to citizens and businesses, with the teeth to mandate cross Gov solutions, set standards and force depts to improve citizen’s experience
    Improving quality and take up of online transactions is key – for convenience and efficiency
    Directgov should focus on being “citizens champion with teeth”
    Drive service quality across Departments and e sure good service design (convenience, accessibility etc)
    Focus on the needs of the end user rather than how government wants to deliver services
  • 9. 2. Make Directgov a wholesaler as well as the retail shop front for government services and content by mandating the development and opening up of APIs to third parties
    Services should be available where people want them
    Become a “wholesaler” by encouraging private and third sector organisations to create services by opening up APIs
    Create cross-government standards on APIs and use of open technologies to support this
    Build trust through a quality assurance kite mark
    Build role of Directgov as a centre of expertise
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  • 12. 3. The model of online publishing should change radically with a new central team in control of the overall user experience across all digital channels
    Central commissioning team to co-ordinate user experience
    Information published on a single Government website
    Build on current web rationalisation plans
    Ultimately moving to a single domain for Government
    Use a shared, agile, cost-effective suite of web technologies – further discussion needed between Directgov and BusinessLink
    Ensure there is no wrong door for citizens – including syndicating content on the web
  • 13. 4. A new CEO for Digital in the CO with absolute authority over the user experience across all government online services and the power to direct all government online spending
    Co-ordinate leadership on digital via a new CEO for Digital
    Set and enforce standards, including technical, content, design and accessibility
    Oversight needed on the whole government approach to digital
    Links to wider channel shift and assisted digital agendas
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  • 24. Response to MLF recommendations
    Welcomed by Francis Maude (MCO) late Nov
    Recruiting CEO for Digital with aim to appoint in new year
    Simplifying governance of Directgov and ensuring it has authority to act as “consumer champion with teeth”
    Produce a clear timetable for migrating government’s transactional services to Directgov
    Work with departments on a timetable to open up APIs
    Discussion between Directgov and Businesslink on closer working etc.
    Joint decisions to be made across Government on moving to a single domain etc
  • 25. Local Government
    Services are devolved but big opportunities in the future
    Model of sharing web resources and services
    Move towards digital as default channel for services and information
    Increasing local, citizen focussed model – etc
  • 26. What do you see as the challenges/opportunities?
    What could MLF do to help?
    Felicity Shaw