The Digital by Default Service Standard has been running as a beta for almost a year now, but formally comes into force in April. Now that we’ve run over 40 assessments, we thought it was time to summarise what we’ve learned so far.
As with most of our work at the Government Digital Service, we release things early for review and comment. The digital inclusion team, set up last year, would like to share and get your feedback on an alpha version of a checklist for digital inclusion.
We first mentioned a set of principles (we’re now calling it a checklist) when we published action 15 of the Government Digital Strategy. Over the last three months, this checklist has been developed in collaboration with partners from across government, private, voluntary and public sectors.
Just before Christmas we released dates for the next four cohorts on GDS’s Service Manager Induction and Development Programme.
Joshua Marshall is Head of Accessibility at GDS. Just before Christmas, we sat him down for a short chat about his work.
In Joshua’s opinion, the single most important thing GDS has done to improve accessibility across government is “change how we write.”
Improving the quality of all the written content on GOV.UK has made more of a difference than anything else, he says. “It’s changed the perception of how government talks to its citizens.”
There are other important lessons Joshua has learned, including:
- everything we build should be accessible by default – accessibility is never an afterthought
- scaling knowledge between members of growing product teams all over the country was a hard problem to solve
- we’ve put a lot of work into accessibility but there’s still more we can do, particularly for the deaf community
You can listen to the full interview (just under seven minutes) by clicking the play button in the embedded SoundCloud widget below. There’s also a full transcript just below that, if you’d prefer to read one.
An audio file for direct download is available from The Internet Archive.
(This audio interview is a new experiment for us – what do you think of it as a format for explaining what we do? As always, we’d love to hear your feedback.)
Follow Joshua on Twitter: @partiallyblind
Follow Giles on Twitter: @gilest
Yesterday the BBC published data showing more people accessing iPlayer via tablet than via computer. This prompted me to update some of the data I gathered for the government’s agreed approach to mobile last this time last year.
The objective of the UK government’s digital strategy is to make sure our digital services that are so straightforward and convenient that all those who can use them will choose to do so. But what our users consider to be ‘straightforward’ and ‘convenient’ is not static. We need government services to be able to adapt quickly to big changes in people’s behaviours and expectations.
For example, here’s a graph showing how the devices people use to visit GOV.UK have changed since its launch. (To be precise, the data is for visits, rather than users.)
Since 1 January 2014, 63% of visits to GOV.UK have come from a computer, 23% from a mobile and 14% from a tablet. In January 2012 it was 77% computer, 15% mobile and 9% tablet. If you visit the GOV.UK performance dashboard you’ll see that the sample sizes are non-trivial.
Compared with the general UK population, the graph above may be skewed by a minority (around 2%) of GOV.UK users who visit the site more than 100 times a month, often to research government activity as part of their job, typically from a work computer.
I’ve tried to get more representative UK data by looking at the visit data for the two weeks following Christmas Day, when such power users are probably not quite so busy.
The device breakdown for this period last year was 74% computer, 16% mobile and 10% tablet.
This year saw 61% using a computer, 24% mobile and 15% tablet.
On Christmas Day 2013, only 51% visited GOV.UK from a computer, compared with 66% on Christmas Day 2012. (Over 300k visits to GOV.UK this past Christmas Day; 34k were looking for a job; over 5k bought a tax disc.)
Shifts in the devices people use to access the internet should come as no surprise, but the pace of change might. And I do not expect this switch away from PCs towards more personal, portable, touchscreen devices to slow down anytime soon.
The UK government e-petitions service has seen incredible changes in how, when and where it is used. Pete Herlihy has product managed this service since it went live in summer 2011. As he revealed recently, only two years ago over 75% of visits came via computers. Now a mere 27% do so, with 56% from mobile, and 17% from tablet.
Not every service will end up with such proportions, but e-petitions demonstrates just how rapidly and radically user behaviour can change. Here’s current data for some of the transactional services on GOV.UK:
Computer – 67.4% (was 71.3% in March 2013)
Mobile – 21.4% (was 17.7% in March 2013)
Tablet – 11.2% (was 11% in March 2013)
Computer – 56.9% (was 61.3% in March 2013)
Mobile – 32.4% (was 30.3% in March 2013)
Tablet – 8.7% (was 8.4% in March 2013)
Computer – 64.6%
Mobile – 26.6%
Tablet – 8.8%
Computer – 84.3%
Mobile – 12.4%
Tablet – 3.3%
Computer – 67.1%
Mobile – 17.7%
Tablet – 15.2%
I hope this helps explain why the digital by default service standard requires that, from April 2014 onwards, all new or redesigned central government digital services must be designed with an appropriate range of devices in mind. As we say in the GDS Design Principles, our services must understand the context in which people will use them. And for many people, for many services, that context is swiftly becoming more mobile, more personal and more touch-controlled.
Designing for small screens can be a real challenge. Which is why for many of the 25 exemplar services we’re now designing the mobile version first, despite visits from computers still being in the majority. Why? Simply, it’s often easier to make a service also work for a computer monitor and keyboard if you’ve already made it work really well on a small touchscreen than it is to go the other way.
Moreover, as Andy Washington, MD of Expedia UK & Ireland, explained at a recent panel, designing within the constraints of a small touchscreen helps keep your underlying service as clear and as simple as it needs to be to serve all your users, including those who may be new to the internet, or find it a struggle.
Finally, to answer the question posed in the title to this post: When will more people visit GOV.UK using a mobile or tablet than a PC? On Christmas Day 2014, if not before.
NB I’ve seen no data over the past year to suggest the government’s approach to downloadable apps should change. We’re still not ‘appy about them, and central government departments and agencies must seek an exemption before they start developing any.
What a great way to say goodbye to 2013 – we exceeded 500,000,000 views on GOV.UK recently – which tells us that you’re finding loads of ways to access our services. We’ll keep working tirelessly to make things better, and here’s to the next half a billion!
Join the conversation on Twitter: @GDSteam
In 2011, while gearing up to take on my current role, I discussed with the Minister for the Cabinet Office, Francis Maude, the strategy I recommended we adopt for all things digital. The strategy was to be disarmingly simple: to deliver. Often, iteratively and repetitively. (more…)
“Digital is not another channel, it is the delivery choice for this generation”
– Francis Maude, Minister for Cabinet Office said at the Intellect World-Class Public Services Conference today, 11 June 2012