The draft Local Government Digital Service Standard suggests a 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.
  2. Put a plan in place for ongoing user research and usability testing to continuously seek feedback from users to improve the service.
  3. Ensure a sustainable multidisciplinary team can design, build and operate as appropriate the service led by a suitably skilled senior service manager with decision making responsibility.
  4. Create a service using the agile, iterative and user-centred methods set out in the Government Service Design Manual.
  5. Build a service that can be iterated and improved in response to need and make sure you have the capacity, resources and technical flexibility to do so.
  6. Evaluate what tools and systems will be used to build, host, operate and measure the service, and how to procure them.
  7. 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 (consulting experts where appropriate).
  8. Where possible use or buy open source tools and consider making source code open and reusable, publishing it under appropriate licenses.
  9. Use open standards, design patterns and common government platforms where available.
  10. 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.
  11. Make a plan for the event of the digital service being taken temporarily offline.
  12. Create a service that is simple and intuitive enough that users succeed the first time.
  13. Build a service consistent with the user experience of government digital services, including the Government Service Manual design patterns and style guidance.
  14. Encourage use of the digital service with assisted digital support.
  15. Use tools for analysis that collect performance data. Use this data to analyse the success of the service and to translate this into the next stage of development.
  16. Identify performance indicators for the service, incorporating with existing indicators and publishing to a performance platform, if appropriate.
  17. Re-use existing data and registers where the authoritative information already exists.
  18. Test the service from beginning to end with appropriate council member responsible for it.

LocalGovDigital urge you to please give us your views between 29 February and 19 March 2016, particularly if you are elected to, or work for a council, ideally by competing this survey or by emailing
or tweet @LocalGovDigital.

You can read more about the Local Government Digital Service Standard here.