Introduction and background
About Directgov
Directgov is the most prominent form of e-Government in the UK. It is a web portal that links together many different central Government departments’ and agencies’ websites. Directgov was set up in 2004, replacing the UKonline website, and it has steadily increased the quantity of information available. Since 2004 the way information has been presented [...]
→ Read moreLack of clarity
We believe that the emphasis on rationalising Government department websites and converging all their information onto Directgov is to the detriment of the general public. It has distracted from the central idea of the Government’s strategy which is delivering effective user-focused, online services. The Directgov website has some clear problems that frustrate consumers. Many of [...]
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Structure of our report
For these reasons, Consumer Focus has appraised Directgov from a consumer perspective to see if it is delivering on its promise to provide easy access to Government and whether it is truly driven by citizens’ needs. We began by considering the extent to which it delivers a quality service in terms of both online transactions [...]
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