Their websites might not look the part, but they excel (again, in my experience) in their practicality, accessibility and ease of use. And that is exactly what you would expect from a government website.
I remember they had a design document ( Something similar to [1] [2], but not the exact one I was looking for ) where they list accessibility as their number one priority and a very long list of accessibility requirement. Simply because Government Web Site needs to be accessible by everyone. That means there are certain fancy things and colour scheme they cant do.
I wonder if the stack for Gov.UK are the same as their Petition Site [3] or was it based on something else? They have an Open Source Github account [4] for Government Digital Service which list everything they have open sourced.
[1] https://www.gov.uk/guidance/government-design-principles
[2] https://design-system.service.gov.uk
You could pretty much spin up the code needed to run the boring bits of a country out of open-source code. How about the application for booking secure prisoner moves? [0] Or some nice open source security guidance? [1]
And that's just one department, most others are similar!
[0] https://github.com/ministryofjustice [1] https://github.com/ministryofjustice/security-guidance
The department overseeing this has guide lines [1] and tests for web pages/apps/forms etc [2]
[1] https://www.uutilsynet.no/wcag-standarden/wcag-sortert-etter...
[2] https://www.uutilsynet.no/regelverk/testprosedyrar-nettstade...
The service manual is an awesome piece of work.
They have SingPass[1] which is a centralized OAuth for government ID that lets me into things like taxes, identity, etc.
There's a fair argument someplace for too much reach/tracking, but it works really smoothly.
https://www.mom.gov.sg/newsroom/press-releases/2020/0624-pub...
edit:
> The www.gov.sg Portal is the official online communication platform and repository of the Singapore Government, providing you with the latest policy announcements, information and news on Singapore. You can also translate Government terms using our translating tool, and search for contact information of public service agencies.
> The Portal is managed by the Public Communications Division of the Ministry of Communications and Information. We welcome your suggestions for the Portal, to help us to serve you better.
Indeed, it's more a branding website than an administrative tool.
They're much worse than any UK private company or UK bank I had to work with.
HMRC is terrible, there are tons of error on the payslips, they mess up tax codes all the times, part of the website uses a previous UI and not the cool modern one, several functions need you to call and queue for 1hr or send letters and hope. Having an accountant helps as they have access to a special version of HMRC they can use to do things mere mortals can't.
Childcare services are embarrassing and require you to have a subaccount in your governments account. I've spent 3 months without access because they asked me security questions for the childcare service on HMRC; I provided HMRC security answers and got locked out; the procedure to restore the account involved verifying my identity by providing via email certified copy of various documents. They were extremely slow in replying (sometimes not replying at all), they never returned any copies or originals I sent and they were extremely picky about certifications so I ended up having to send 3-4 certified and original documents.
The old sites are all over the place.
I think part of the reason gov.uk has been a success is exactly that they were not forced to replace old systems wholesale, but were allowed to build out a platform and methodology that works well and replace public facing services bit by bit.
"How would you architect new features on top of a legacy system implemented by an external agency that is hard to work with and has many bugs but we are unable to change in any way for contractual reasons?"
It isn’t a technical problem...
My approach to this has been to embrace, extend, extinguish (yes, that was an intentional reference, sorry):
Insert a constrained API "around" the service you can't modify. Change all your services to go via that API instead of direct. Now you can apply the fixes you can to the new layer while finding ways to gradually replace it in parallel.
At the same time the new layer provides a constraint: It should be as narrow as you can get away with - creating a "new contract" with the API consumers about what they're actually allowed to do without negotiating with you, and ensure that any expansion of dependencies on the service you can't touch get documented and appropriate attempts made to avoid increasing complexity (it's good to do this in general, but realistically it's easier to get buy-in to enforce in limited cases like this).
This intersection of tech with procedures and politics lie at the heart of a lot of technical architecture work. A huge proportion of the work we do is not technically hard in and of itself - it becomes technically hard because of organisational considerations.
The amount of documentation available is amazing. This is a great example of what's available: https://www.gov.uk/transition . Scroll down to Announcements, hit the first link and you have the full withdrawal agreement in multiple freely open formats.
No it not perfect but it is rather good for this user anecdote.
My overall impression is that we have a rather sensible GOV.UK thingie (not sure of the real brand)
Make sure you settle up before Jan 31 otherwise you'll be fined. HMRC are merciless. Get it done mate.
The pension (Assuming you refer to the private pension scheme) is not filled in and I already know I have to pay some tax on that as I overshoot my allowance.
I normally get it done a couple of weeks before the 31 and doesn't take more than a couple of days even with triple checking everything, so I should be quite in time.
And yes, TBH filling in the tax return has never been a big problem. It would b e nice to automate a few more things (like computing exchange rates for dividends/capital gains instead of having to look them up) but it is fairly straightforward.
They had an analysis showing how many % of their visits had broken JS support and therefore the need to build for the lowest common denominator.
When a team builds a service using the service manual as a guide so many things become so much easier.
Need to explain something to a non technical manager? The service manual has got you covered:
> Progressive enhancement is a way of building websites and applications. It’s based on the idea that you should start by making your page work with just HTML, before adding anything else like Cascading Style Sheets (CSS) and JavaScript.
A great principle, and nice to see they even think about Lynx accessing the sites [0]
The post I was thinking about with the analysis of why JS/CSS shouldn't be assumed to work was [1].
[0] https://technology.blog.gov.uk/2016/09/19/why-we-use-progres...
[1] https://gds.blog.gov.uk/2013/10/21/how-many-people-are-missi...
Addendum: plus being accessible (essential for any govt. service).
They are light years behind countries that have fully-fledged dynamic services provided by the government accessible through the ID Cards, as it is in the Baltics for example.
National ID cards are a particularly thorny issue politically, there's been a few attempts to introduce them, all of which have been noisily shut down in parliament because of privacy concerns. There isn't really any single database of people in the UK, with different ministries having their own databases. In principle this seems like a pretty good approach, even if it does mean that things like authentication with web services is a bit clunky.
https://gds.blog.gov.uk/2020/09/22/introducing-gov-uk-accoun...
I'd put forward Gov.uk/pay and Gov.uk/notify as very successful transactional services that operate on a massive scale. They have been particularly good for local councils who just hook up to Notify and Pay. The parts where security is paramount are handled centrally. It stops councils having to "roll their own".
Universal Credit is a transactional system handling billions in benefits. When the conservative government shut down the economy in March it seems to have coped pretty well:
https://dwpdigital.blog.gov.uk/2020/12/14/dwps-agile-respons...
It is a neverending source of wonder to me that, whilst our government may be a shambles[0], our government services are so fantastic. They really are very impressive and, for the most part, very easy to use. Clearly a group of people have invested a lot of time and effort into this, and to me they demonstrate very clearly the value of investing heavily in user experience.
Also, the site is almost never down, which is good for somebody like me who tends to remember that they need to do thing X at random-o-clock at night.
[0] Not intended as an especially partisan statement as I have been known to vote Conservative (and over the last few years have criticised both Labour and Conservatives pretty equally), but I think it's tricky to argue that, as an example, sending 3 million kids back to school for 1 day before changing your mind demonstrates competent leadership.
gov.uk is run by software engineers, presumably pretty good ones. They make decisions based on data and know how to interpret it.
One thing that has become super clear to me in 2020 is the huge quality gap between CS culture and public health culture, at least in research. Public health research papers and especially epidemiology papers contain not just severe errors all the time but are flat out deceptive in ways I just never see in the output of CS research or the software industry. For example I never encounter bogus citations in CS papers but that happens all the time in epidemiology papers. Public health research superficially looks and feels like science but when you scratch the surface the scientific method has gone AWOL, good data practices have gone AWOL, basic logic and integrity has gone AWOL. It's just a disaster zone.
It’s incredibly well thought out and designed.
Everything else, they're at the top of the Tower of Blame.