Gov.uk: Effectiveness

18. If he will undertake a review of the effectiveness of gov.uk for the public and businesses.

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.

Government processes need to work if our democratic system is to have the trust of our constituents. We know that many people who use Government IT systems to manage their 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 how those IT systems work needs to be carried out so that constituents can trust that the Government are not losing their hard-earned money?

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.