Guide to Meeting the UK Government Service Standard for Building Accessible Digital Services
Imagine building a bridge that only a few people can cross—no ramps, no signs, and certainly not built for everyone. That’s what happens when digital services are created without accessibility or user focus in mind. The UK Government’s Service Standard is here to ensure that bridge is strong, open, and welcoming to all.
Whether you’re a designer, developer, product manager, or content writer working on a government website or online service, this guide will walk you through the essential steps to meet the UK Government Service Standard—in plain English. Grab a cuppa and let’s dive in.
What is the UK Government Service Standard, and Why Does It Matter?
The Service Standard is a set of 14 guidelines created by the UK Government Digital Service (GDS). These rules help teams design and deliver digital services that are:
- User-focused – built with the people who actually use the service in mind
- Accessible – usable by everyone, including people with disabilities
- Secure and reliable – safe to use and working when needed
The goal? To make sure government services are simple, fast, and backed by data.
If you’re working on a government digital project, following these standards isn’t optional—it’s required. But don’t worry, they’re designed to help you succeed, not slow you down.
Let’s Break It Down: The 14 Points Explained Simply
Here’s a breakdown of each part of the Service Standard, explained in simple terms and why they matter.
1. Understand users and their needs
This one’s the heart of it all. Talk to real people who’ll use your service. Learn about their experiences, frustrations, and goals. If you don’t know who you’re building for, how can you build it right?
2. Solve a whole problem for users
Don’t just fix a part of someone’s problem—solve the entire thing. For example, don’t just build a form to apply for a licence; help the user understand how to apply, what happens next, and what they need to do afterward.
3. Provide a joined-up experience across all channels
Whether someone’s using a website, calling for help, or getting mail, their experience should feel consistent and connected. Think of it as a smooth journey, not a patchwork of pieces.
4. Make the service simple to use
The best services are easy to use, even for those who struggle with technology. If your grandmother needs to use the service, she shouldn’t need her tech-savvy grandson to help her.
5. Make sure everyone can use the service
This is about accessibility. Can someone using a screen reader, or someone with color blindness, still use your service? If not, it’s time to fix that. It’s not just nice to have—it’s the law.
6. Have a multidisciplinary team
No one builds a house alone—and digital services are no different. Get the right mix of skills: developers, researchers, content designers, and more. When everyone brings their strength, the result is gold.
7. Use agile ways of working
Agile means building in small steps, testing as you go, and changing things quickly if needed. It’s like learning to cook a new dish: taste as you go and adjust along the way.
8. Iterate and improve frequently
Your service isn’t “done” after it launches. Great services keep evolving based on feedback and data. Always ask: “How can we make this better?”
9. Create a secure service that protects users’ privacy
Trust is everything. Make sure your system is safe from hackers and doesn’t leak personal data. Protect your users like you’d protect your own family’s information.
10. Define what success looks like and keep measuring it
Start with clear goals. Do you want more people to complete a form without needing help? Fewer failed transactions? Know your targets, then measure, check, and adjust.
11. Choose the right tools and technology
Don’t reinvent the wheel. Use tools and platforms that are proven, maintainable, and work well with others. Think long-term: is what you’re using future-proof?
12. Make new source code open
If you build software for the government, it should be open and shareable. Why? So others can learn from your work, reuse your code, or even improve it! It’s all about transparency and community.
13. Use and contribute to open standards, common platforms and patterns
Use what’s already out there—like design systems, coding patterns, or shared platforms. And if you make improvements, share them back. It’s like contributing a great recipe to a community cookbook.
14. Operate a reliable service
Lastly, make sure your service works—consistently. It should be up and running when users need it. No one likes a broken link or a ‘404 error’ at a crucial moment.
How to Start Applying the Service Standard in Real Life
Here’s the good news: you don’t need to tackle all 14 points at once. Start where you are and build from there. Here are a few practical steps:
- Get to know your users: Run user interviews or surveys to gather real feedback.
- Review your team: Do you have all the right roles? Consider adding a user researcher or content designer.
- Test everything: Before going live, do usability testing with real users—including those with disabilities.
- Use the GOV.UK Design System: It’s packed with templates and components that already meet best practices.
- Plan for ongoing improvements: Don’t see launch day as the finish line. Keep checking your metrics and making tweaks.
Why Accessibility and Simplicity Are Non-Negotiable
Let’s pause on one crucial point: accessibility.
Imagine being unable to use a government service simply because you rely on a keyboard instead of a mouse, or because a color combination makes the text invisible to you. That’s the reality for many users unless accessibility is a priority.
Accessibility isn’t just about ticking boxes—it’s about respecting every person’s right to interact with public services. Plus, if your service is easy for people who struggle the most, it’s probably easier for everyone else, too.
Common Pitfalls (and How to Avoid Them)
Even with the best intentions, teams can stumble. Here are some frequent mistakes and how to dodge them:
- Skipping user research: Guesswork leads to poor design. Talk to real users early and often.
- Not involving accessibility specialists: Bring in their expertise from the start, not at the end.
- Working in silos: Encourage communication between design, content, tech, and delivery.
- Thinking the service is done: It never is. Keep improving based on data and feedback.
Success Stories: When the Standards Work
Plenty of government services have improved dramatically by following the Service Standard. For example, the online passport renewal service became quicker and easier after real user research showed where people were getting stuck. By simplifying language and redesigning confusing sections, users started completing forms faster and with fewer errors.
Another shining example? The carer’s allowance claim service. Thanks to better testing and accessibility improvements, thousands more people could apply without needing phone support.
Final Thoughts: Build with Purpose, Build for People
Following the UK Government Service Standard isn’t just about compliance. It’s about empathy. It’s about taking the time to listen, test, adapt, and make services that every person—regardless of background or ability—can use with confidence.
So whether you’re creating an online form, a mobile app, or an entire platform, remember this: Build with users, not just for them.
Still Curious? Read the Official Standard
The best place to get details straight from the source is the official GOV.UK Service Manual: