Derek Ross - HEI Services

DIGITAL BYDEFAULTKey aspects from Martha Lane Fox Letter toFrancis Maude…Martha Lane Fox Recommendation“Make Directgov (GOV.UK) the government front end for alldepartments' transactional online services to citizens andbusinesses ““focus on improving service quality for citizens and deliveringsignificant cost savings from service simplification and a shiftto digital only services “Digital Delivery CommitmentAll new application services being released through GOV.UKwebsite and meeting design requirementsThrough our customer focussed design (User ExperienceTesting) we are simplifying the digital service and expect tosave £1.77m per annum in avoidable callsopening up of Application Programme Interfaces (APls) tothird parties.We are currently looking at improving our integration(through APIs) with both UCAS and HMRC“the time is now to use the Internet to shift the lead in thedesign of services from the policy and legal teams to the endusers.“We are challenging policy where possible to simplify thecustomer journey – this is balanced however by the returnsthe Exchequer may make from some policy that isn’tnecessarily user friendly.“A new central commissioning team should takeresponsibility for the overall user experience on thegovernment web estate…“We have had our screen designs reviewed by GovernmentDigital Services and by virtue of being the first large complextransactional system are providing insight to the GDS teamon design outcomes“…develop a single shared, more agile, suite of webservices. “We have adopted an Agile methodology within DigitalDelivery (now embedded) and are rolling the practices outacross other delivery teams