https://gdsdata.blog.gov.uk/lost-and-stolen-reporting-service-assessment/

Lost and Stolen Reporting - Service Assessment

Lost and Stolen Reporting allows British passport holders to notify HM Passport Office of the loss or theft of their passport. This allows passports to be promptly cancelled, minimising the risk of their use in identity based crime or foreign travel.

Department / Agency:
HO / HMPO

Date of Assessment:
9/12/2014

Assessment stage:
Beta

Result of Assessment:
Pass

Lead Assessor:
M. O'Neill

Service Manager:
H. Berry

Digital Leader:
M. Parsons


Assessment Report

The Lost and Stolen Reporting service is seeking permission to launch on a service.gov.uk domain as a Beta service.

Outcome of service assessment

After consideration the assessment panel has concluded that the Lost and Stolen Reporting service has shown sufficient progress and evidence of meeting the Digital by Default Service Standard criteria, and should proceed to launch as a Beta service on a service.gov.uk domain.

Reasons

The Service Manager and the service team were able to give a clear description of how the service was built and the user needs supported, backed by clear evidence.

The team had a clear structure and defined roles. It was clear how the team works with external groups to build and deliver systems and services.

The team are using an agile delivery process and sprint process. The service is iterated based on feedback and user input.

The role of the Senior Information Risk Officer (SIRO) was clearly explained though the move to the Home Office has complicated sign off.

The team had carried out a Privacy Impact Assessment.

The team were able to clearly set out the tech stack and how they built and deployed the service. The work of the team was open source by default.

The team had analytics in place and are waiting for the new SIRO to sign off on the Google Analytics package.

The service team have worked to understand user needs around assisted digital support, and put in place a considered plan to test all channels including with third parties during the beta. The team had carried out research using their own assisted digital user personas modelled on users across the digital inclusion scale. It was really useful to have the team’s user researcher in the room, with plenty of useful examples of user stories around the digital and assisted digital areas.

Recommendations

Assisted digital

The team must fully test all assisted digital support channels during the beta so as to be able to clearly evidence before going live that all support is meeting user needs. The team must also specify the cost per minute of all channels of assisted digital support for their service, including face to face.

Digital take-up

The service team must contact the GDS Digital Take-Up team and ensure that appropriate digital take-up plans are in place. These plans must include clearly stated targets that are ambitious and achievable.

Technology and tools

While the drop-down of suggested locations is a neat approach that enhances both usability and correctness, the team might consider changing from a blacklist of misspellings to using a Double Metaphone algorithm (sample implementations are in the public domain), which is used to detect spelling mistakes in word processors.

Digital analytics

The team should make contact with GDS Product Analytics team to implement further Google Analytics tagging. The team should build on the work already undertaken with the GDS Performance Platform team to make their dashboard live.

Design and content

The panel has provided feedback on the service’s design and content. In particular, the following should be prioritised:

  • accessibility testing
  • improving the experience for users with JavaScript disabled

The team should also explore opportunities to simplify the text and user interface, and look at whether it’s possible to join up the service with GOV.UK in a more seamless way.

The team should ensure the new SIRO signs off on the Risk Management and Accreditation Document Set (RMADS) and Google Analytics case.


Digital by Default 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
19 Yes 20 Yes
21 Yes 22 Yes
23 Yes 24 Yes
25 Yes 26 Yes