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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:

Date of Assessment:

Assessment stage:

Result of Assessment:

Lead Assessor:
J. Hughes

Service Manager:
J. Dos Remedios

Digital Leader:
M. Parsons

Assessment Report

Registered Traveller service is seeking permission to be branded a Live Digital by Default service on the domain.

Outcome of service assessment

After completing the assessment, the panel can confirm Registered Traveller service has shown sufficient evidence to pass the Digital by Default Service Standard for a Live service. This service has been given approval to go Live as a Digital by Default service. Beta branding can now be removed and replaced with Live branding.


The service has met all 26 of the points of the service standard. Particular areas of strong performance included:

  • User research - a wide range of methods are being used and clear evidence was shown of how research has translated into improvements to the service.
  • Progress on content design - the service looks better at each assessment and there is clear evidence of improvement over time.
  • The service team is taking an active approach to making agile process work for them.
  • The team has delivered rapid iteration in response to feedback.
  • The team described the planned move to a shared service model and demand for the expertise from this team to be applied elsewhere in the Home Office.
  • The team explained how the risk of a loss of adequate support for this service will be mitigated.
  • The performance dashboard for the service, showing real time information, is publicly available on the performance platform.

Note: 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 that meets user needs.


The service has not yet published all of its source code. However, the panel have assessed the service as meeting point 15 of the standard because there is clear evidence of some work already having been done, as well as reasons for the service not having published the code yet, and plans in place to publish code over the coming months.

The service manager explained that some code has already been published, and some components are already being shared within the Home Office. The reasons for not publishing the code previously are that it is not yet ready for publication and is about to be replaced using a different technology stack - the team will publish that code in accordance with the timescales listed below.

The panel recommend that the team now proceeds to fulfil the commitments given in the service standard assessment. These are outlined below under ‘next steps’.

Next Steps

The service should proceed to implement the plan for publishing its code as provided during the assessment. The timetable provided by the team is:

  • December -  open source the node-worldpay component under appropriate licences to a Home Office public GitHub account.
  • December / January - push the node-worldpay module up to the NPM.
  • February - publish the rest of the Updates front-end code.
  • March - publish Renewals front-end code.
  • May - publish a reworked new application form. Any appropriate new components that can be extracted will be open sourced.
  • June - open source a new Play plugin for authentication and authorisation, initially using Mongo and memcached as datastore, and open source a new Play plugin for persisting emails from templates and send these out asynchronously.

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