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  1. 1. GOV.UK operational briefing for front line staffOctober 2012GOV.UK Communications TeamGovernment Digital Service GDS
  2. 2. 1. What GOV.UK is2. What GOV.UK looks like3. User Needs4. Things you don’t need to worry about5. Things to remember6. Improving GOV.UK all the time GDS
  3. 3. 1. What GOV.UK is GDS
  4. 4. GDS
  5. 5. From 17 October GOV.UKreplaces Directgov andBusiness Link GDS
  6. 6. GDS
  7. 7. GOV.UK is the best place to findgovernment services andinformation online. It is a newwebsite that will bring most of theinformation published by thegovernment online to one placeand will be the starting point for allgovernment digital services. GDS
  8. 8. Information on GOV.UK replacesthat on Directgov and Businesslink.It is for citizens and businesses. GDS
  9. 9. GOV.UK is simpler, clearer andfaster.It is based on user needs.GOV.UK will make interacting withgovernment online easier and quickerfor users, while saving time andmoney for government organisations. GDS
  10. 10. 2. What GOV.UK lookslike GDS
  11. 11. The look and feel ofGOV.UK will be different toDirectgov and Businesslink. GDS
  12. 12. GDS
  13. 13. We’ve done a lot of work andtesting to make sure that thedesign, tone and format of thecontent on GOV.UK works betterfor users. GDS
  14. 14. Simple navigation and space to breatheWe keep the options simple and clear, and always show you where youare on the site. The clean design simplifies rather than confuses, makingthe site fast and easy to navigate GDS
  15. 15. Clearly organised informationIf you don’t find what you need straight away a ‘more like this’ menushows you other things we think might be useful. GDS
  16. 16. Information guidesGuides are groups of information that are more lengthy or complex.Guides have "parts" on the left-hand side, allowing you to quicklyaccess the right information. GDS
  17. 17. Quick AnswersQuick answers provide concise answers to popular user questions.Less text, more specific answers.
  18. 18. ServicesServices are tools and transactional pages that enable you tocomplete tasks online and interact with government. For local servicesjust enter your postcode and find places and services which are closeto you, such as your nearest recycling point or driving test centre.
  19. 19. SearchPeople begin most internet journeys with search, so we’vedesigned the site with that in mind. Searches take you straight tothe information you need.
  20. 20. 3. User Needs GDS
  21. 21. GOV.UK is focused on theneeds of users. GDS
  22. 22. It has been planned, written,organised and designed aroundwhat users need to get done, notaround the ways government wantthem to do it - providing only thecontent they need and nothingsuperfluous. GDS
  23. 23. Some of the top user needs we haveidentified are; Commodity codes and trade tariffFind a job Passport feesApply for student finance Driving theory testRenew a passport Council tax bandsBank holidays Child maintenanceNational minimum wage Housing BenefitCar tax Disability Living AllowanceWorking Tax Credit Provisional driving licenseRegistering as a sole Income Supporttrader Carers allowanceJobseekers Allowance Contracts finder GDS
  24. 24. 4. Things you don’t needto worry about GDS
  25. 25. We have mapped pages fromDirectgov and Businesslink ontoGOV.UK so if users are lookingfor particularly content they will bedirected to relevant pages onGOV.UK GDS
  26. 26. An example mapping - you can see the difference betweenthe page in Directgov and the page in GOV.UK. GDS
  27. 27. GDS
  28. 28. If users have saved or“Bookmarked” pages in the pastthen these links will still work - theywill be directed to GOV.UK insteadof Directgov and Businesslink. GDS
  29. 29. If a user has followed a link to a page onDirectgov or Businesslink that is notbeing reproduced on GOV.UK they willsee a message that- Explains the changeover- Introduces them to GOV.UK, and- Offers them a link to the NationalArchives to see the information thatused to be on the page GDS
  30. 30. Most people use search engineslike Google to find onlineinformation from the government.We have spent a lot of time makingsure that people will be able to findGOV.UK pages via Google. Theywill be sent directly to the relevantpage. GDS
  31. 31. Transactions and some otheronline services will retain Directgovbranding for some time after therelease of GOV.UK. Over timemore transactions will beredesigned to match the GOV.UKstyle. In testing transactions userswere not affected when pageswere branded differently. GDS
  32. 32. We have tested GOV.UK withmany types of user. We havefound that people like the site, theycan find all the information theyneed and they trust the informationon GOV.UK to be from thegovernment. GDS
  33. 33. 5. Some things to remember GDS
  34. 34. From 17 October try to send allcustomers to GOV.UK and notDirectgov or Businesslink, but don’tworry if you can’t as the mappingwill redirect them automatically. GDS
  35. 35. GOV.UK welcomes user feedback.There will be a form for requests orquestions available on the site,through a link on the homepage,plus each page has a link incaseanything is wrong with a specificpage. GDS
  36. 36. GOV.UK is agile and iterativeImprovements will continue to bemade very regularly after GOV.UKis released so we want yourfeedback in order to do this.Please speak with your LineManager if you have feedback. GDS
  37. 37. 6. Improving GOV.UK GDS
  38. 38. Soon after the site goes fully live, everytool and page will have a dashboardbehind it to measure how well the pageis performing in meeting user needs.This will look at the data on the page,user journeys, bounce rates, visits, etc.There will be a constant feedback loopof recommendations and data which willenable continuous improvement ofinformation and services. GDS
  39. 39. GOV.UK operational briefing for front line staffOctober 2012GOV.UK Communications TeamGovernment Digital Service GDS