Digital Service Standard
The UK government's framework for building and running public services, setting out 14 criteria that teams must meet to pass service assessments.
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Understand users and their needs
Take time to understand who uses the service and what they need. Base decisions on research, not assumptions.
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Solve a whole problem for users
Work to address the complete user journey, not just the part your organisation is responsible for.
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Provide a joined up experience across all channels
Ensure the service works well whether users access it online, by phone, or in person.
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Make the service simple to use
Build something that’s easy to understand and navigate. If it’s too complicated, people won’t use it.
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Make sure everyone can use the service
Design for people with different needs and abilities. The service must be accessible to all who need it.
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Have a multidisciplinary team
Bring together people with different skills and perspectives. Good services need diverse expertise.
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Use agile ways of working
Work in short cycles, respond to change, and deliver value incrementally rather than all at once.
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Iterate and improve frequently
Keep improving the service based on what you learn. Launch early and refine based on real feedback.
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Create a secure service which protects users' privacy
Evaluate security and privacy risks and address them appropriately. Collect only the data you need.
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Define what success looks like and publish performance data
Set clear metrics for success and share how the service is performing publicly.
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Choose the right tools and technology
Select technology that fits the problem and can be maintained long-term. Avoid unnecessary complexity.
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Make new source code open
Publish code openly by default. This improves transparency and allows others to learn from your work.
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Use and contribute to open standards, common components and patterns
Build on existing solutions where they exist. Share what you create so others can benefit.
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Operate a reliable service
Minimise downtime and have plans for when things go wrong. Users depend on the service being available.