https://gdsdata.blog.gov.uk/share-driving-record-service-assessment-3/

Share Driving Record - Service Assessment

Share Driving Record is a new service that will provide access to driver data for Third Party users and will act as an enabler for DVLA to abolish the paper element of the driving licence. The aim of this service is to provide users who currently use the paper part of the driving licence with a new digital version that can be easily accessed. The service will display the information currently available on the paper counterpart and make it available to all those who have a right to see it.

Department / Agency:
DfT / DVLA

Date of Assessment:
09/12/2015

Assessment Stage:
Live

Result of Assessment:
Pass

Lead Assessor:
J. Hughes

Service Manager:
D. Ashford

Digital Leader:
O. Morley


Assessment Report

Outcome of service assessment

After completing the assessment, the panel can confirm the Share Driving Record 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 was assessed against and has met all 18 points of the Digital Service Standard

Particular strengths noted by the panel included:

  • there is a multi-disciplinary, co-located team which is well-informed about its product and actively constantly working to improve the service
  • there is clear evidence of iteration of the service based on evidence & feedback
  • the team is working to enhance its knowledge and understanding, and is contributing to the development of expertise in the rest of the organisation for example by training new developers
  • the team is actively opening up its code
  • there is evidence of benefits realisation across the agency, not just within the service, eg data quality improvements and channel shift
  • the team has demonstrated clear evidence of learning from all the experiences during its beta, including early problems with the performance of the service - the team has put in place measures to ensure that these problems are not repeated in future with this or other services

The team credibly explained commercial sensitivities that mean they are not currently publishing cost per transaction data, whereas they are monitoring it internally.

There are exciting future opportunities, including the development of an API that could simplify the user journey if it is widely adopted, because it would allow integration of driver entitlement checking with car hire websites.

Support for users will be provided through DVLA’s contact centre and a large number of agents have been trained to talk users through the digital service. Scripts and training materials have also been shared with 3rd party organisations, to enable them to support users when appropriate. The service team demonstrated how all elements of support (routes, providers, availability, awareness etc) meet user needs, identified through testing, analytics and user research.

Digital take up is already high and the team has appropriate plans to increase it further.

Recommendations

The team should continue actively to seek out opportunities for improvement.

The team should continue looking at how to make the user journey as simple as possible, with particular attention to:

  • the expiry time for the check code - the team should consider defaulting to the same time for all users eg 23:59 on the day of expiry
  • the format of the check code to make it as straightforward and easy as possible for people to use. The code-entry error rate has been reduced from 11% to 7%, which is good progress, but it may be possible to reduce it further by making the user journey simpler. We recommend the team should look at using caps only and displaying the code in 4 blocks of 2 characters to make it easier to read.
  • the way that entry errors are shown to users, to make it straightforward to complete the forms correctly

More detailed suggestions are provided in the design feedback, attached at annex A.

Outside the formal assessment process, the GDS content team has reviewed the content in detail and provided feedback and recommendations for the team's consideration as they continue to iterate and improve the service.


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