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 …
...structured in our use of this data, so we've created a simple analytics report. It shows activity in the apps, focusing on how they are used by government publishers. This...
...And it makes you recognise your own assumptions as a content designer. At the GOV.UK content conference beta, I ran a session to tell the content community about some guerrilla...
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 …
At the bottom of most pages on GOV.UK, we ask ‘Is there anything wrong with this page?’. We collect the responses anonymously, in our Feedback explorer tool, sometimes called Feedex. These responses help content designers and publishers fix what’s wrong …
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 …
Why we need a community There are more than 350 analytics users across government departments, agencies and arm’s length bodies (A/ALBs). They want information on analytics techniques and best practice; we at GDS want to learn what different types of …
I wrote on 22 May about our plans to complete the migration to Universal Analytics on 2 June. I’m delighted to say the mission is achieved. Why we've moved Universal Analytics includes new features, which we'll be exploring later in …
Last year, Google released the enhanced version of Google Analytics, Universal Analytics. We’ve been running the Universal Analytics code in parallel with classic Google Analytics to test data accuracy. We’re happy with it and so we'll now switch the GOV.UK …
GOV.UK has done some significant things to improve the content that government publishes.