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 …
During the summer months, we worked with the Driver and Vehicle Standards Agency (DVSA) to improve the content on GOV.UK for lorry and bus drivers.
At GOV.UK, one of our priorities until the end of March is rebuilding our publishing tools. This is so that it will be easier to improve them in the future, and make them reusable for third parties. As part of …
The GOV.UK content team is responsible for updating over 3,200 pieces of content (what we refer to as mainstream content). The content team is made up of about 25 content designers, supported by 2 delivery managers, 2 performance analysts, 3 …
In the Core team (one of 4 product teams at GOV.UK) we look after the development and maintenance of many applications behind GOV.UK, including Whitehall Publisher. We collect lots of data about the usage of GOV.UK and how it performs …
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 …
At GOV.UK, we’re constantly iterating our processes to give our users the best experience. Over the last 6 months we’ve been focussing on what we do when things go wrong. What is an incident? An incident is an event that …
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.
In this guest post, Amanda McMahon of the Disclosure and Barring Service (DBS) talks about working with subject matter experts (SMEs) to improve GOV.UK content and user engagement. Towards the end of last year, I started thinking about improving content …
Recently we’ve talked about the changes and improvements we’re planning to make to GOV.UK, like improving search and browse and making a more stable publishing platform. There’s another really important component, and that’s getting better at understanding the needs of …
GOV.UK is moving to be multi-channel. Learn more about our priorities by reading our strategy for growth.
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