https://gdsdata.blog.gov.uk/personalised-registration-put-onassign-a-personalised-registration-plate-service-assessment/

Personalised Registration (put on/assign a personalised registration plate) - Service Assessment

This service will allow users to assign (put on) a personalised number plate to a vehicle.

Department / Agency:
DfT / DVLA

Date of Assessment:
26/3/2015

Assessment stage:
Beta

Result of Assessment:
Pass

Lead Assessor:
J.Hughes

Service Manager:
R.Gye

Digital Leader:
B.Etheridge


Assessment Report

The Personalised Registration (put on/assign a personalised registration plate) 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 have concluded the Personalised Registration (put on/assign a personalised registration plate) 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 team provided evidence to demonstrate that the service meets all the points of the service standard for beta.

Particular areas of strength included:

  • the Service manager’s thorough understanding of the service and how it is meeting user needs
  • clear evidence that the team is doing the hard work to make it simple
  • the range of types of user research the team is carrying out
  • the Service manager and team’s clear commitment to putting the user first and constantly improving the service
  • the team’s work to recruit a range of participants in research, based on the digital inclusion scale
  • the team’s commitment to test a range of support channels
  • the team’s work with 3rd party providers to develop the assisted digital support model for this service, including approaches to digital inclusion that will help users build digital skills and lessen long term need for further support
  • the team’s efforts to use stakeholder channels and off-screen parts of the existing service to promote digital take up, signposting users to use the digital service
  • embedding policy and security colleagues as part of the team when necessary, which has enabled the team to develop creative ways of meeting user needs
  • the work the team has done to secure changes in legislation so they can make the service straightforward to use (eg removing the requirements for paper and wet signatures)

The assessment panel noted that the service is not available 24/7 but that there is a clear rationale for this at this point in time and the team will work towards this during the beta. This should be complete before the service’s ‘Live’ assessment.

The team have worked with the GDS performance platform team to develop a performance platform dashboard, showing all of the KPIs. This will be made public before the service progresses to public beta.

Recommendations

The team is continuing to develop its approach to document-based tasks. The assessment panel recommend the team should share its approach and research findings in the design patterns hackpad for the wider design community to collaborate on.

The design is consistent with the design principles and design patterns / style guide, and the team has sufficient resources within the design and content design disciplines for a service of this scope and scale. The team has resources within the design and content design disciplines, and described how everyone in the team observes user research and is involved in discussing and acting on the outcomes of research. However the assessment panel did note a few points of detail in the content, and will email the team separately with advice on those to consider.

The team demonstrated a very thorough and comprehensive approach to user research, however as a point of potential improvement the assessment panel would encourage the team to make sure they allow for observation of spontaneous behaviour rather than prompting users. The assessment panel observed an example, which may have been an isolated case, of a leading question that may have constrained the ability of the team to observe the user’s spontaneous response to the right hand column.

Next Steps

This service has been given approval to launch as a Beta on a service.gov.uk domain.


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