Commons Sense

House of Commons · Ministers' Questions

Gov.uk: Effectiveness

Thursday 29 February 2024 · 2 questions

Summarised by AI from the official record, so it can contain mistakes.

Read the full transcript on Parliament.uk

At a glance

Answered 0 Partly answered 2 Not answered 0

Key points

  • Wendy Chamberlain asked for a review of gov.uk's effectiveness for public and business users.
  • The minister stated that gov.uk is monitored constantly through data analytics, user research, and feedback.
  • Polling data showed 76% satisfaction with gov.uk, 78% agreement that users could find what they wanted, and 74% trust in the information provided.

Topics (select to filter)

Questions & Answers

Q1 Wendy Chamberlain Lib Dem North East Fife
Taxation Benefits & Welfare
Context

The question is prompted by concerns about the effectiveness and trustworthiness of the UK government's digital services for the public and businesses.

Question

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.

Answer from Alex Burghart

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.

Partly answered

Not addressed: The specific request for a review was not directly addressed with a commitment or timeline.

How: Constantly Monitored, Strategy Prioritises

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Q2 Wendy Chamberlain Lib Dem North East Fife
Taxation Democracy & Elections Benefits & Welfare
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.

Question

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?

Answer from Alex Burghart

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.

Partly answered

Not addressed: The specific request for a cross-departmental review was not directly addressed with a commitment or timeline.

How: Polling Results, Systems Under Review

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