The Government is committed to ensuring that everyone has affordable access to public services, whether online or offline.<\/p>
All new public services therefore must adhere to the Government Service Standards, which require Departments to provide a service that meets the needs of all users, across a range of channels. These channels include phone, paper, and face-to-face as options for both individuals or households that do not have access to the internet, or lack the confidence to use it.<\/p>
Service teams are required to provide evidence that their service meets these standards, as part of which they undertake rigorous user testing for both online and offline services.<\/p>
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