皇冠体育app

Service Standard assessment report

Get Your Pension Guidance (Pension Wise Digital)

Assessment date:

17/07/2024

Stage:

Beta

Result:

Green

Service provider:

Money and Pensions Service

Previous assessment reports

Alpha assessment

Service description

This service aims to solve the problem of limited access to pension guidance by providing free, impartial access to individuals aged 50 and over with defined contribution pension pots. Initially available only via face-to-face or phone appointments, Pension Wise will now offer an online option, enhancing accessibility and flexibility. Users can access comprehensive guidance at their convenience, save and return to their sessions, and receive support from Pensions Guiders (via webchat), ensuring they understand their pension options. This digital expansion increases the service鈥檚 reach, accommodating users鈥� needs and preferences more effectively.

Service users

This service is for:

• Individuals aged 50 and over

• Those with defined contribution pension pots

• Users seeking free, impartial pension guidance

• Individuals needing to understand their pension options

• Those directed by pension providers under 鈥楽tronger Nudge to Pensions Guidance鈥� regulations

• Users preferring online guidance appointments for flexibility and convenience

---

Things the service team has done well:

1 Understand users and their needs

• 皇冠体育app team demonstrated an impressive accumulation of user research activities throughout the private beta phase

• 皇冠体育app team has carried out wide-ranging user research across the whole user journey including before and after the digital component

• 皇冠体育app team has used a broad suite of research methods to develop a deep understanding of the users and the context in which they will use the service.

2 Solve a whole problem for users

• 皇冠体育app team has capitalised on the links to the existing services and has ensured that the digital service has been well integrated into the existing services

• 皇冠体育app team has identified and resolved major pain points for users

• 皇冠体育app team has clearly demonstrated that users can get through the whole journey

• 皇冠体育app team has utilised wider government research to improve the service for their users.

3 Provide a joined up experience across all channels

• 皇冠体育app team showed that the relationship between the existing phone/in-person appointments and the PWD appointments had been carefully considered. 皇冠体育app design and research work presented proved that the team had prioritised the users鈥� ability to move between channels.

• 皇冠体育app emphasis of the 鈥楬elp and support panel鈥� across the journey supports the ability for the user to take advantage of Webchat support or to directly book a 1:1 phone appointment at any time.

• 皇冠体育app save-and-return functionality (requiring no account registration) was chosen to reduce friction and increase access for users but also, importantly, allows an advisor to replicate a digital appointment during a 1:1 phone call.

4 Make the service simple to use

• Effective use of well established GDS design components and patterns. For example the Task List and Tags on the main appointment page giving a clear indication of the scale of the task ahead of the user. Also, the team followed the 鈥榦ne thing per page鈥� approach during any transactional/form-driven parts of the service, reducing the cognitive burden on the user.

• 皇冠体育app team showed that they have completed several research/design iterations to great effect on the more complex pages, such as the 鈥榓ppointment summary鈥�.

5 Make sure everyone can use the service

• Detailed accessibility testing was described as an integrated part of regular usability testing. An external accessibility audit was completed and issues resolved.

• Research participants were included from a broad range of demographics, geographies and levels of digital confidence.

• Welsh language content design and testing was given special attention and there was evidence of some excellent work in this area.

6 and 7 Have a multidisciplinary team and use agile ways of working

• 皇冠体育app team were clearly a tight unit who are working together well and using best practice to support. 皇冠体育app panel were very impressed with the culture that came across during the assessment.

10 Define what success looks like and publish performance data

• 皇冠体育app team has carried out a Data Protection Impact Assessment (DPIA) and ensured personally identifiable information (PII) is not being collected.

• 皇冠体育app team has developed a performance framework and identified a range of success metrics derived from high-level aims of the service, which they are now collecting.

• 皇冠体育app team gave good examples demonstrating how they had used data to improve the service.

• 皇冠体育app team are benchmarking the new digital service against existing channels.

For the technical points (9, 11-14)

• 皇冠体育app team has kept the architecture simple and minimal to suit the performance and reliability needs of the service.

• 皇冠体育app team has automated the process for vetting and publishing code in the open to allow the service code to be reused by other government services.

---

1. Understand users and their needs

Decision

皇冠体育app service was rated green for point 1 of the Standard.

2. Solve a whole problem for users

Decision

皇冠体育app service was rated green for point 2 of the Standard.

3. Provide a joined-up experience across all channels

Decision

皇冠体育app service was rated green for point 3 of the Standard.

4. Make the service simple to use

Decision

皇冠体育app service was rated green for point 4 of the Standard.

5. Make sure everyone can use the service

Decision

皇冠体育app service was rated green for point 5 of the Standard.

6. Have a multidisciplinary team

Decision

皇冠体育app service was rated green for point 6 of the Standard.

7. Use agile ways of working

Decision

皇冠体育app service was rated green for point 7 of the Standard.

8. Iterate and improve frequently

Decision

皇冠体育app service was rated green for point 8 of the Standard.

9. Create a secure service which protects users鈥� privacy

Decision

皇冠体育app service was rated green for point 9 of the Standard.

10. Define what success looks like and publish performance data

Decision

皇冠体育app service was rated green for point 10 of the Standard.

11. Choose the right tools and technology

Decision

皇冠体育app service was rated green for point 11 of the Standard.

12. Make new source code open

Decision

皇冠体育app service was rated green for point 12 of the Standard.

13. Use and contribute to open standards, common components and patterns

Decision

皇冠体育app service was rated green for point 13 of the Standard.

14. Operate a reliable service

Decision

皇冠体育app service was rated green for point 14 of the Standard.

Next Steps

This service can now move into a public beta phase, subject to getting approval from the CDDO spend control team.

This service now has permission to launch on a GOV.UK service domain with a beta banner. 皇冠体育appse instructions explain how to set up your *.service.gov.uk domain.

皇冠体育app service must pass a live assessment before:

• turning off a legacy service

• reducing the team鈥檚 resources to a 鈥榖usiness as usual鈥� level, or

• removing the 鈥榖eta鈥� banner from the service