Establishing user need and GOV.UK

29 June 2015

2014 saw the transition of the information that was previously held on the HMRC website to GOV.UK since then we have received a significant number of comments from members.

The Government Digital Service aim is to ‘make public services simpler’ however as we know, making public services simpler to use does not in itself make the subject matter simpler to understand.

Complex tax legislation and regulations require guidance and information, produced in a timely manner that will help us to understand our current and future duties and obligations. We receive a steady stream of feedback from members that suggests that in its current format GOV.UK may not always be meeting that need fully. Member comments are used to feed in to the relevant consultation fora we attend.

We do however urge you to continue to use the feedback options available on each page of GOV.UK there are two main ways to do this.

The first is to respond to the ‘Is there anything wrong with this page?’ option which, when selected, has two boxes, one asks ‘What were you doing’? The other asks ‘What went wrong’? This is anonymous but provides an instant report in to GDS who review feedback and, we are assured that subject to quantity of feedback will take action to correct.

The second is to provide feedback via the Contact section which is found at the bottom of each page and gives you the opportunity to feedback a greater level of information and provide your contact details for a reply. To receive direct feedback you will need to provide an email address.

There is a third way that might also help raise your concern and that would be to comment via the GDS blog. In reality this may not be an efficient option but it will provide an opportunity to hear the latest thinking from the GDS team.

Our reason for highlighting this now is simply to provide a reminder, if one were needed, that establishing and proving user need is vital to ensure that the subject you want covered on GOV.UK gets included.

Please keep your comments and feedback coming to the CIPP Policy & Research Team at policy or via the CIPP Advisory Service on 0121 712 1099. Thank you