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

View Driving Record - Service Assessment

The service allows users to view information on their driving record including driving entitlements, penalty points and personal information
https://www.gov.uk/transformation/driving-record

Department / Agency:
DfT / DVLA

Date of Assessment:
14/07/2014

Assessment stage:
Live

Result of Assessment:
Pass

Lead Assessor:
S. Bennett

Service Manager:
R.Gye

Digital Leader:
B. Etheridge


Assessment Report

View Driving Record service is seeking permission to be branded a Live Digital by Default service on the service.gov.uk domain.

Outcome of service assessment

After completing our assessment, the assessment panel can confirm the View Driving Record service has shown sufficient evidence of meeting the Digital by Default Service Standard and should go Live as a Digital by Default service on GOV.UK. The service can now remove any Beta branding.

Reasons

The service was assessed against and has met all 26 points of the Digital by Default Service Standard. The team has demonstrated service development through:

  • researching and understanding users’ needs of the service
  • improving it based on evidence and making decisions informed by data.
  • establishing a skilled multi-disciplinary team working in an agile way
  • using appropriate methodologies, tools, techniques and processes to deliver working software early and often
  • choosing the right tools and systems on which to host and operate the service
  • collecting, measuring and analysing performance data to help make improvements to the service.
  • benchmarking and comparing the performance data to other channels

Recommendations

The assessors recommend that the team pursues the following recommendations as soon as practicable.

User needs

  • Ensure that the service name is consistent throughout the user journey before going live
  • Review and clarify how users might express their user need for this service with respect to 'What vehicles can I drive' as part of work the team are undertaking with content owners to review and improve user journeys on GOV.UK
  • Establish plans to regularly iterate and improve the service using many different methods of research to understand what users are doing and why they are using this service - in-service surveys, in-page events tracking, true A/B testing
  • Include a method for users to give in-page feedback throughout the service
  • create a plan for regular browser testing, as well as regular user research on many kinds of devices
  • Investigate areas where users are not succeeding in using the service first time, such as user failure on address look-up and especially with the transition to IDA
  • meet all Service Manual mandations (e.g. working cookie policy and privacy policy pages, completion rate measured from the service start page rather than the GOV.UK start pages and the use of a Robots.txt file to hide the service from search engines so that the route to the service is via the GOV.UK start page) and follow design guidance provided by GDS
  • Word the HMRC and DWP disclaimer more clearly and as far as possible move it to the terms and conditions or privacy policy. (No other exemplar, including the HMRC services, have such a disclaimer)

Technical improvements

  • increase risk understanding by the team, through making IT security documents available to responsible members of the team (so they can be confident they are taking appropriate actions to mitigate the risks)

Analytics

  • establish  a plan for building capability and training on analytics, user research and other disciplines
  • introduce event tracking to analyse use of the different parts of the service offer (individual’s details, vehicles they can drive and penalties or disqualifications)

Assisted digital and digital take-up

  • make the telephone number for assisted digital support visible on GOV.UK before going live (and test with a subsection of users through A/B testing)
  • conduct further research targeted on assisted digital users who are unable to use or access the online service to confirm that support remains appropriate for when the paper counterpart is abolished (2015)
  • work with GDS assisted digital team to conduct a pilot to test out assisted digital triage and measurement, using the DVLA contact centre
  • feed findings from this research and pilot into other DVLA and wider government services to ensure that the user journey is consistent for assisted digital users
  • continue to work with the GDS Digital Take-up team to draw up a robust plan for realising benefits from the project and reducing the use of traditional channels and assisted digital support year on year

Next Steps

This service has been given approval to go Live as a Digital by Default service.

Summary

This service meets the Digital by Default Service Standard. The work carried out during the alpha and beta centred on users’ needs of the service. The team are developing approaches to build continuous improvement into the service.

The service assessed here is relatively limited in scope. For the future this service needs to be considered in the wider context of driving licence needs and transactions and should not be developed separately from the share driving record functionality and services meeting other user needs such as change of name or address details. The service will come under increasing pressure from the autumn with the proposed abolition of the paper counterpart of the driving licence, which will make the provision of assisted digital for this group of services ever more important.
Given this, the assessment panel recommend that a full pilot is carried out on assisted digital support to test out AD triage and measurement, using the DVLA contact centre, which will support this group of services. When the Share Driving Record service returns for its beta assessment the panel will expect to see evidence that the pilot has been completed and acted upon.


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