Registered Traveller - Service Assessment
The Registered Traveller service enables pre-approved regular travellers from a selected group of countries, to pass through the UK border faster.
Users are business travellers or frequent flyers to the UK that meet the current eligibility criteria and have passed the detailed background checks conducted during the application process. Once approved, members are able to use the ePassport gates (if they have a biometric passport) at Gatwick or Heathrow airports.
Department / Agency:
HO / BF
Date of Assessment:
Result of Assessment:
J. Dos Remedios
The overall result of this assessment is that the service has passed - congratulations to the team.
Reasons and Recommendations
The panel were particularly impressed by:
- the progress the team has made in building up its user research capability and plans - clearly a lot of progress has been made since the alpha assessment
- the work the team has done to develop the caseworking system to meet the needs of back office users
- the transparent integration of user research into the backlog
- the team’s success in putting user needs first and working in an agile, iterative way in a complex stakeholder, policy and security environment
- the effort the team has put into making sure the service meets accessibility requirements
- the way the team is using a range of methods and applying them in ways that make sense in the context of the organisation and the service
- the team’s work to obtain a change in the Border Force’s legacy system so that there are only 5 seconds added to the user’s passage through border controls at the enrolment stage (instead of requiring a much longer interview) and that there is no longer a reliance on email
We recommend that in the next phase of development the team:
- make further progress towards publishing more of its code, particularly for elements that would be useful for other services like the casework management system
- expose the service name and branding to more research and testing to make sure it makes sense as part of the whole user journey, for example by researching language that is commonly used by users when navigating airports and passport control
- build up the team’s internal content design capacity through either a dedicated person and / or training for existing team members
- replace the drop-downs on the eligibility questions with the GDS checkbox design pattern (see https://designpatterns.hackpad.com/Radio-buttons-and-checkboxes-8eBuLm9eRaz)
The service team has demonstrated that additional assisted digital support does not need to be provided at this time. If the scope of the service changes the user base, the team may need to undertake research with assisted digital users and design, test and provide appropriate assisted digital support which meets user needs.
Digital by Default Service Standard criteria