putting users first: the story of gov.uk | louise russell | december 2014
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![Page 1: Putting users first: The story of GOV.UK | Louise Russell | December 2014](https://reader033.vdocuments.us/reader033/viewer/2022052700/55a1e07a1a28ab21778b47a9/html5/thumbnails/1.jpg)
(ex)GDS*
Putting users first
The story of GOV.UK
![Page 2: Putting users first: The story of GOV.UK | Louise Russell | December 2014](https://reader033.vdocuments.us/reader033/viewer/2022052700/55a1e07a1a28ab21778b47a9/html5/thumbnails/2.jpg)
In 2004 the government web went from a loosely coordinated collection of websites...
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to something a bit simpler...
Directgov Business Link
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The web is now mainstream
Users expect high quality service experiences
And businesses know how to deliver them
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REVOLUTION NOT EVOLUTION
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GOV.UK has gone from this...
directgov businesslink
Directgov Business Link
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...to a single domain
Mainstream Users & Needs
Specialist Users & Needs
GOV.UK
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![Page 10: Putting users first: The story of GOV.UK | Louise Russell | December 2014](https://reader033.vdocuments.us/reader033/viewer/2022052700/55a1e07a1a28ab21778b47a9/html5/thumbnails/10.jpg)
Focused on user needs,
not government needs
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A relentless focus on user needs
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Simpler
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Clearer
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Faster
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SimplerClearerFaster…….
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SimplerClearerFaster…….
…..and loads cheaper
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GDS*Paul *Sarah
£42 millionIn 2012/13
2012/13’s saved some money…
In 2012/13
(ex)GDS
IMN201012/13
IN
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£50 million Estimated saving per year by replacing Directgov, BusinessLink, departmental sites and related organisation sites with GOV.UK
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E.g.
Online: 22p
Phone: £4.11
Post: £6.62
Digital by default 20 x cheaper than phone, 30 x cheaper than post
50 x cheaper than face-to-face
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GOV.UK is doing less
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GOV.UK is doing less
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It’s focussed on tasks, getting to the “quick do”
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It optimises for the common case but doesn’t ignore the edge case
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What does this mean for local government?
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There are 140 journeys from GOV.UK to local government
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We need your help tomake those journeysas good as possible
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But equally importantly, thereare things you can copy that we have learnt along the way