GOV.UK

Frequently Asked Questions October 2012

This document covers user-focused questions, and should be shared with operational and frontline staff to increase their awareness and understanding of GOV.UK.

1.1 What is GOV.UK?

GOV.UK is a new website, that will bring all of government’s services and information into one place.

This autumn, GOV.UK will replace and Businesslink. Once released it will mean that most people will only need to visit one website to get what they need from government; www.gov.uk

Over time, more websites (e.g. those of government departments) will be made part of GOV.UK, making it the single domain the public will need to interact with government online.

1.2 Why is it being built?

Currently, government websites are all built to very different specifications, making them difficult for users to navigate and expensive for government to build and maintain.

GOV.UK will be £40-50million cheaper than the websites it will initially replace.

It will also save time for users; in testing, people take about thirty percent less time to find information on GOV.UK than on exisiting websites.

We’ll keep testing it and improving it so GOV.UK remains simpler, clearer and faster for users and more cost-effective for government.

1.3 What makes GOV.UK different to Directgov and Businesslink?

We’ve made it simpler, clearer and faster for people to get what they need from government online.

For example, we’ve created guides that will break down some complex processes into smaller parts, highlighted the information that the majority of users are searching for, and made sure that searches and search engines take you straight to what you’re looking for.

GOV.UK has also been built to work on lots of different devices. This mean we don’t need to spend extra money making a version that works on a phone as well as a home computer.

Finally, we’ve looked very carefully at the information currently found on Directgov and Businesslink, and have chosen not to reproduce some of it on GOV.UK. We are doing this in cases where the information on it doesn’t help users, or when it is better explained to users by other organisations. If a user cannot find what they need, however, we will monitor “failed searches” and will be able to respond quickly. We want to make sure that users needs are met, even if that requires the creation of new content on the website.

1.4 How will users’ experience change?

The change will have as little impact on users as possible. If a user usually searches using serices like to currently get to Directgov or (90% currently do this) they will simply find GOV.UK results instead.

We are making sue that none of the old links are broken. We’ll reassure users at every step of the way that they haven’t done anything wrong.

If someone has bookmarked a page on Directgov and Business Link then this link will redirect to a page on GOV.UK. In most cases this will take a user directly to the information they are expecting to see.

GOV.UK will link to digital services run by Departments and Agencies in exactly the same way that Directgov and Business Link do now.

1.5 What if a user goes to a page that won’t be on GOV.UK?

If a user has followed a link to a page on DirectGov that is not being reproduced on GOV.UK they will see a message that:

o Explains the changeover o Intdoduces them to GOV.UK, and o Offers them a link to the National Archives to see the information that used to be on the page.

The same is true of Business Link pages, with the addition, whenever possible, of alink that will guide users to similar tools and information provided by trusted third aprties specifric to the page they are looking for.

The link to the Business Link content within the National Archives is as follows: http://webarchive.nationalarchives.gov.uk/*/http://www.businesslink.gov.uk/

To get to it, click on UK Government Web Archive from The National Archives's homepage, then click on Browse out A to Z, then click on Business Link.

1.6 When will it launch?

GOV.Uk will be released on October 17th. You can look at a test version of the site now at www.gov.uk . We’d love to hear what you think so we can improve the website based on your feedback. Head to www.gov.uk/feedback to let us know what you think.

1.7 What will happen to Directgov and BusinessLink brands and when?

We’re going to incorporate the branding subtly into relevent pages to reassure users that they’re in the right place. We are testing that before and after launch to see what kink of an impact it has on users and their trust in GOV.UK.

1.8 What will happen with Devolved Administration websites?

Websites controlled by the , the Welsh Assembly Government and Executive will remain outside the GOV.UK domain and will continue to provide information and services relevant to their existing users.

Their websites will retain their own identity and branding. GOV.UK will include landing pages that incorporate the relevant identity, and explain why the Administrations may be a preferred source of information and services for their particular audiences.

GOV.UK will contain some shared content that affects all equally – things like the VAT rate – but will link out to devolved content that is specific to , and Northern Ireland when necessary.

1.9 Has the website been tested?

GOV.UK is being extensively and continuously tested with real users. This helps us improve GOV.UK, as we measure how users respond to the website, the various content formats we’ve implemented and the overall design and tone of our services and information.

We do this quantitatively - taking the timings and performance of the site throughout specific tasks - as well as qualitatively - getting overall perceptions of trust, reliability and satisfaction from users.

We are carrying out several distinct types of testing to measure how the site performs, including guerrilla testing, expert review, lab testing and summative testing.

1.10 Have you tested the website with user groups with disabilities or English not as a first language?

We’ve tested how different groups interact with GOV.UK extensively since 2011, and we have a full time accessibility expert as part of the team building the website. GOV.UK will have been tested to ensure that it’s fully accessible before the release in October, and we will continue to iterate and improve on its performance for all of its users once the site is released.

1.11 What about non-digital users?

The government has a responsibility to deliver services to everyone who is entitles to them. More people are getting online, but we know that some people will not be able to use digital services and we will continue to provide for them.

Through ‘digital by default’ we want to offer digital services to the public that are so good – quicker, simpler and faster to use – that people who are online choose to use them. However, for people who are not online, we will continue to provide access to services through the usual channels such as the Business Link Helpline.

Business Link Support Helpline

Do you know someone that has a business idea? Is looking to start a business for the first time? A new start-up or an en existing businesses wishing to improve and grow their operations? Do you know someone in any of these catetories who is uanble to use/access the web or is unable to find the support they are looking for via the web. If the answer is yes, please let them know that help is available at no cost via the Business Link Helpline Tel: 0845 600 9006 (9.00am - 6.00pm Monday to Friday).

1.12 Will it be possible to Syndicate content from Gov.UK

Access will be open to any and all digital partners and the new syndication API will be formally launched with supporting documentation around November. In advance of this if you would like to discuss your current and future digital requirements please contact us at [email protected] .