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LocalGov Digital

Local Government Digital Service Standard

The Local Government Digital Service Standard suggests 15 point common approach for local authorities to deliver good quality, user centered, value for money, digital services.
1.

Understand user needs

Research to develop deep knowledge of who the service users are and what that means for the design of the service.

Read more about point 1

2.

Have a multidisciplinary team

Ensure a suitably skilled, sustainable multidisciplinary team, led by a senior service manager with decision making responsibility, can design, build and improve the service.

Read more about point 2

3.

Use agile methods

Create a service using the agile, iterative and user-centred methods set out in the Government Service Design Manual.

Read more about point 3

4.

Iterate and improve regularly

Build a service that can be iterated and improved in response to user need and make sure you have the capacity, resources and technical flexibility to do so.

Read more about point 4

5.

Evaluate appropriate tools and systems

Evaluate what tools and systems will be used to build, host, operate and measure the service, and how to procure them, looking to reuse existing technologies where possible.

Read more about point 5

6.

Evaluate what user data and information

Evaluate what user data and information the digital service will be providing or storing and address the security level, legal responsibilities, privacy issues and risks associated with the service.

Read more about point 6

7.

Use open standards

Use open standards, existing authoritative data and registers, and where possible make source code and service data open and reusable under appropriate licenses.

Read more about point 7

8.

Test the end-to-end service

Be able to test the end-to-end service in an environment similar to that of the live version, including all common browsers and devices.

Read more about point 8

9.

Make a plan for being offline

Make a plan for the event of the digital service being taken temporarily offline, and regularly test.

Read more about point 9

10.

Make sure users succeed first time

Make sure that the service is simple enough that users succeed first time unaided.

Read more about point 10

11.

Build a consistent user experience

Build a service consistent with the user experience of government digital services, including using common government platforms and the Government Service Manual design patterns.

Read more about point 11

12.

Encourage everyone to use the digital service

Encourage maximum usage of the digital service (with assisted digital support if required).

Read more about point 12

13.

Identify performance indicators

Identify performance indicators for the service, incorporating existing indicators and publishing to a performance platform, if appropriate.

Read more about point 13

14.

Do ongoing user research

Put a process in place for ongoing user research, usability testing to continuously seek feedback from users, and collection of performance data to inform future improvement to the service.

Read more about point 14

15.

Test with senior manager

Test the service from beginning to end with appropriate council member or senior manager responsible for it.

Read more about point 15