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Personalised Registrations - Service Assessment

The Personalised Registration service will allow consumer and commercial customers to

  • retain a personalised registration from a vehicle;
  • assign a personalised registration to a vehicle

It will be a real time service to ‘take off’ and ‘put on’ a personalised registration number, simplified to be done instantly online and negating the need to deliver a separate ‘transfer service’ which is currently delivered offline through a paper channel.

Department / Agency:

Date of Assessment:

Assessment stage:
Alpha Review

Result of Assessment:

Lead Assessor:
M. O’Neil

Service Manager:
R. Gye

Digital Leader:
B. Etheridge

Assessment Report

The Personalised Registration service has been reviewed against the 26 points of the Service Standard at the end of the Alpha development.

Outcome of service assessment

After consideration the assessment panel have concluded the Personalised Registration service is on track to meet the Digital by Default Service Standard at this early stage of development.


The service meets all 26 of the Digital by Default Service Standard at alpha stage.

The Personalised Registration service team

  • explained clearly how they are carrying out user testing and user engagement with user insight being used to drive future iterations of the service. The team were able to set out how their userbase is segmented and how they are working with them to meet user needs and explore opportunities.
  • were able to clearly explain the structure of the team they have in place and how they are working to ensure alignment between the various parts of the team. They recognised the need to tackle gaps and have a programme in place to address this.
  • have a Senior Information Risk Owner (SIRO), an Information Asset Owner (IAO) and a committed Accreditor resource all in place, with a programme to ensure proper assurance processes are followed.
  • recognise and understand their obligations under the Data Protection Act and set out how they will comply.
  • were able to clearly articulate the technical architecture of the project and how they had arrived at the choices they had made around technology and hosting.
  • have a GitHub repository in place and own the Intellectual Property for their service.
  • are engaged with Identity Assurance team in GDS and are looking at how Identity Assurance may align with their future roadmap.
  • have a deployment environment which mirrors live and have a range of browser test options.
  • have a fallback paper channel in place in case of service failure and have monitoring in place to ensure that they know when the service experiences any issues.
  • have a rapid iteration process in place with hotfixes able to be deployed through continuous improvement and business changes in 20 minutes once approved.
  • have a team in place to manage and iterate the service.
  • are able to track user journeys, including dropouts, and have integrated this with the Performance Platform.
  • are working to tackle legislative barriers to becoming a fully digital service.
  • have a Designer in place and they are working with GDS colleagues to ensure alignment with the style guide.
  • are working with GDS on a range of user engagement and testing activities for Assisted Digital. They have identified service complexity and are working with the market to build on existing support channels. They are also considering a move to web based support.
  • have developed a channel shift plan which fits into wider change programmes.
  • have analytics in place to measure the four main KPIs along with browser types, user journey, payments uptime and page response time. And they have defined some initial baselines.
  • testing the service with the new Minister on 2nd September.


As the Personalised Registration service team move from a service aimed at professional users to one which also covers domestic users they should ensure that their Assisted Digital plans are fully tested and iterated through Beta.

Whilst this service quite rightly focuses on one discreet part of the overall user experience, the team should ensure that the need to tackle integration with legacy systems is not lost.

Digital by Default Service Standard criteria

Criteria Passed Criteria Passed
1 Yes 2 Yes
3 Yes 4 Yes
5 Yes 6 Yes
7 Yes 8 Yes
9 Yes 10 Yes
11 Yes 12 Yes
13 Yes 14 Yes
15 Yes 16 Yes
17 Yes 18 Yes
19 Yes 20 Yes
21 Yes 22 Yes
23 Yes 24 Yes
25 Yes 26 Yes