Presentation on GOV.UK as a single domain catering to both mainstream users and needs and specialist users and needs. Presented by Louise Russell, Head of Local Links and Programme, at Really Useful Day: Improving user journeys in Durham on 12 December 2014.

1. Putting users first
The story of GOV.UK
(ex)GDS*

2. In 2004 the
government web
went from a
loosely
coordinated
collection of
websites...

3. to something
a bit simpler...
Directgov Business Link

4. The web is now mainstream
Users expect high quality service
experiences
And businesses know how to
deliver them

6. REVOLUTION
NOT EVOLUTION

7. GOV.UK has
gone from
this...
directgov businesslink
Directgov Business Link

8. ...to a single
domain
GOV.UK
Mainstream
Users &
Needs
Specialist
Users &
Needs

10. Focused on user needs,
not government needs

11. A relentless
focus on
user needs

12. Simpler

15. Clearer

18. Faster

21. Simpler
Clearer
Faster…….

22. Simpler
Clearer
Faster…….
…..and loads cheaper

23. 2012/13
’s saved some money…
£42 million
In 2012/13
In 2012/13
IMN201012/13
PSaarualh (ex)GDS
GD**S
IN

24. £50 million
Estimated saving per year by
replacing Directgov,
BusinessLink, departmental
sites and related organisation
sites with GOV.UK

25. 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

26. GOV.UK is doing less

27. GOV.UK is doing less

28. It’s focussed on tasks, getting to the
“quick do”

29. It optimises for the common case but doesn’t
ignore the edge case

30. What does this mean
for local government?

31. There are 140
journeys from GOV.UK
to local government

32. We need your help to
make those journeys
as good as possible

33. But equally importantly, there
are things you can copy that
we have learnt along the way