Assisted Digital at the Government Digital Service (GDS) | Richard Smith | June 2014

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Department for Communities and Local Government Local Digital Campaign

Richard Smith from the Government Digital Service (GDS) gave this presentation at our Really Useful Day: Digital Services for All, 12 June 2014, in Peterborough. The presentation explained what assisted digital is, the digital inclusion scale and help available if you are working on assisted digital.

Richard Smith
Assisted Digital Team
Government Digital Service
@RichSmiths

GDS
Some people won’t
be able to use
digital services
independently

GDS
Someone will either
guide the user
through the service,
or...

GDS
… take over and
enter information
into the service on
the user’s behalf

GDS
Digital take-up
Assisted digital
Digital inclusion

GDS
Assisted digital is
part of digital
transformation

GDS
How you deliver
assisted digital
support depends on
your users’ needs

GDS
Basic Online Skills:
Able to search and
communicate, safely

GDS
Understanding the
assisted digital user
journey

GDS
“Where do I go for help?”
Needs assessment
Assisted transaction
Feedback

GDS
“...this round of user testing reminded me that
I am lucky to be doing this job and to be
working with a team who are solving problems
to change public services for the better.
I’m excited to think that building a simpler and
clearer redundancy payments service might
even encourage users who may otherwise
need assisted digital support to take that leap
of faith and get online.”
https://digitaltransformation.blog.gov.uk/

GDS
Design support to meet user needs
Understand the assisted digital user
journey
Work with experts
Pilot, launch and iterate

GDS
www.gov.uk/service-manual/assisted-digital

GDS
www.gov.uk/service-manual/assisted-
digital/action-plan.html

GDS
www.gov.uk/service-manual/assisted-
digital/assisted-digital-user-research

GDS
https://assisteddigital.blog.gov.uk/

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