https://gdsdata.blog.gov.uk/civil-legal-advice-service-assessment-4/

Civil Legal Advice - Service Assessment

Civil Legal Advice provides state-funded legal help with problems such as repossession, abusing partners, house disrepair etc. This legal help is expensive, and is only available to citizens who pass a means test and whose problems fall within key areas of law.

Department / Agency:
MoJ

Date of Original Assessment:
22/7/2015

Date of Ressessment:
23/9/2015

Assessment stage:
Live

Result of Original Assessment:
Not Pass

Result of Reassessment:
Pass

Lead Assessor:
S. Wood

Service Manager:
L. Citron

Digital Leader:
M. Coats


Reassessment Report

The Civil Legal Advice service is seeking permission to be branded a live service on the service.gov.uk domain. The service has been reassessed on points 3 and 15 of the service standard.

Outcome of Service Assessment

The assessment panel can confirm the Civil Legal Advice service has shown sufficient evidence of meeting the Digital Service Standard and should go live on GOV.UK. The service can now remove any beta branding.

Reasons

The service had been assessed against all 18 points of the Digital Service Standard on 22nd July and passed on all but two: Point 3: Put in place a sustainable multidisciplinary team… and Point 15: Use tools for analysis that collect performance data. The service team subsequently returned to GDS and were successfully re-assessed against those two points.

  • Point 3: The assessment panel was pleased to see that a product analyst has been recruited into the team. The product analyst is working well with the user researcher and product owner and has already started to contribute to the service. The panel was particularly pleased to hear of plans to continue improving the service post-live
  • Point 5: The team uses Google Analytics, along with data from the contact centre. The team seems to have a stronger understanding of how customers use the service. Also, it is good to see that the analyst is working closely with the user researcher. The team is exploring how and why users drop out of the service.

Recommendations

The panel was pleased that there is now a performance analyst in post who is taking ownership of measurement. It is clear already that data is being used to validate and pose new questions, and that user behaviour data is used along with user research insights.

The performance analyst was clearly at the start of their work in the team, so it's difficult to get a firm handle on what her approach to product analysis will be in the longer term. However, the panel does have concerns that the performance analyst is not being exploited to the fullest, i.e. being given the opportunity to ensure that there's solid loop between the hypotheses that emerges from user research and any subsequent data analysis, which in turn would inform future research. That said, with the space to work to develop a measurement plan that aligns with the product backlog/roadmap, the service as a whole will benefit.

Summary

There is a good team in place, and it has been made all the stronger for having a product analyst embedded in it. The panel is confident that the service will continue to improve and deliver value for the users.


Digital Service Standard criteria

Criteria Passed Criteria Passed
1 Yes 2 Yes
3 Yes 4 Yes
5 Yes 6 Yes
7 Yes 8 Yes
9 Yes 10 Yes
11 Yes 12 Yes
13 Yes 14 Yes
15 Yes 16 Yes
17 Yes 18 Yes