Gov.uk Effectiveness 2024-02-29
2024-02-29
TAGS
Response quality
Questions & Answers
Q1
Partial Answer
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Context
The question is prompted by concerns about the effectiveness and trustworthiness of the UK government's digital services for the public and businesses.
If he will undertake a review of the effectiveness of gov.uk for the public and businesses. Gov.uk needs to be recognised as an essential service that works effectively for users, particularly in handling tax payments, national insurance credits or benefits without errors.
Gov.uk is among the UK's most recognised and trusted digital services. It is constantly monitored to assure and improve the service it provides to its users through data analytics, user research and feedback, while the latest gov.uk strategy prioritises proactively reaching more people in more places.
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Assessment & feedback
The specific request for a review was not directly addressed with a commitment or timeline.
Constantly Monitored
Strategy Prioritises
Response accuracy
Q2
Partial Answer
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Context
Many constituents experience errors in how their accounts of money are handled when using Government IT systems, leading to a lack of trust and satisfaction.
Government processes need to work if our democratic system is to have the trust of our constituents. Many people who use government IT systems for tax payments, national insurance credits or benefits experience errors in how their accounts of money are handled, which is unacceptable. Will the Minister accept that a cross-departmental review of these IT systems needs to be carried out so that constituents can trust that the Government are not losing their hard-earned money?
I am pleased to tell the hon. Lady that polling at the end of last year found that 76% of respondents were satisfied with gov.uk, 78% agreed that they could typically find what they wanted and 74% trusted the information they found. Obviously, we keep all our systems under review, but gov.uk is a trusted brand and it is getting better every day.
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Assessment & feedback
The specific request for a cross-departmental review was not directly addressed with a commitment or timeline.
Polling Results
Systems Under Review
Response accuracy