DVLA’s contact centre is the largest single-site contact centre in government and it gets over 1 million calls each month. The volume has increased since the changes to important services such as vehicle tax, and scrapping the paper counterpart driving …
If you’ve published your organisation’s annual report and accounts, a response to a select committee report or a major policy document to GOV.UK, then you may have published an ‘official document’ without knowing it. You may have seen some blog …
At the recent Content Conference we ran a session with editors in government to help them better understand how product decisions are made in GOV.UK. We received a lot of positive feedback from content designers saying that they found the insights …
John Ploughman is the Content Design Manager at the Driver and Vehicle Standards Agency. Guerrilla testing your content can help you to challenge the assumptions that subject matter experts make. And it makes you recognise your own assumptions as a content designer.
John Ploughman is Content Design Manager at the Driver and Vehicle Standards Agency (DVSA), based in Nottingham. Back in February, I hosted the first GOV.UK local meetup for content designers in the Midlands to get together and share ideas, problems and solutions. …
Three weeks ago, we held a workshop on tagging content to the new policy pages with managing editors from government. It became clear that the tagging guidance for all of GOV.UK is now out of date. For those who couldn’t …
For the first time on GOV.UK, we published the Budget as a web page. We know that publications work better as HTML publications rather than PDFs. They’re better for search, better for mobile and comply with open standards. Let’s HTML …
Over in content corner at GOV.UK, we’re spending 20% of our time improving content beyond our reactive ‘business as usual’ work. I've been looking at the Standard Visitor visa guide. My analyst colleague Chris Russell suggested modelling a user’s journey …
GOV.UK will be 3 years old this October. So we decided it was time for a group of content designers to take a more detailed look at how GOV.UK works on mobile devices. We knew GOV.UK was designed to be …
June and July are the peak times for publishing official documents, particularly annual reports and accounts. You must publish all official documents on GOV.UK - even if you’re an exempt agency (one that doesn’t normally publish on GOV.UK). This process …
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