From 3751fc74a203f57b1e9f470103a796198b05e59b Mon Sep 17 00:00:00 2001 From: Lorna Howes Date: Thu, 21 May 2026 15:36:41 +0100 Subject: [PATCH] Create 2026-05-21-Local_gov_Q4_pilot_findings.md --- .../2026-05-21-Local_gov_Q4_pilot_findings.md | 120 ++++++++++++++++++ 1 file changed, 120 insertions(+) create mode 100644 research/2026-05-21-Local_gov_Q4_pilot_findings.md diff --git a/research/2026-05-21-Local_gov_Q4_pilot_findings.md b/research/2026-05-21-Local_gov_Q4_pilot_findings.md new file mode 100644 index 000000000..d6ec6a424 --- /dev/null +++ b/research/2026-05-21-Local_gov_Q4_pilot_findings.md @@ -0,0 +1,120 @@ +# Q4 Logal government pilot findings + +## 2026-05-21 / Q4 2025/26 + +## Aims +We had 3 learning outcomes: +1. whether or not we’d be able to roll out GOV.UK Forms to local government with the current feature set +2. how much operational work (e.g. support) we might expect to be associated with local government organisations adopting GOV.UK Forms +3. how much growth we might expect as we allow local government to adopt GOV.UK Forms, in terms of organisations, forms and submissions + +## Participants +- Local government web publishing teams. Often also included council service team members and/or senior decision-makers. +- 9 organisations took part in introductory calls +- 7 took part in the first round of interviews +- 6 took part in the 2nd round (3 in depth) +- 4 orgs gave feedback on the form + +## Methodology +- Analysis of support queries from pilot orgs +- Feedback from an optional feedback form +- First round of interviews +- Second round of follow-up interviews or in-depth reviews of the platform + +## Key Headlines +By the end of Q4, no councils had published any forms and 1 had signed the agreement. 3 were particularly keen but had not managed to progress publishing for various reasons. + + ### Learning outcome 1: Whether or not we’d be able to roll out GOV.UK Forms to local government with the current feature set +3 positions we heard: + * Want to use it now - there are some not ideal things but they don’t matter for some forms + * Might consider using it in future - there are quite a few things we’d need to iron out + * Would not consider using it any time soon - it would be their main platform, which it can’t do currently + +Top rated blockers +* Branding and customisation +* Difficulties integrating form submission data with their systems and workflows + * Emails not secure enough + * Difficulties using S3 or automating csvs + * Want access to an overview +* Need to pre-populate data from external sources: + * Address lookup is a key example and seen as a basic functionality +* Need to validate data entered into a form, e.g. verifying eligibility or verifying identity +* Need more complex branching +* Want to be able to section/group questions +* Want more than one question per page + +### Learning outcome 2: How much operational work (e.g. support) we might expect to be associated with local government organisations adopting GOV.UK Forms +* Support topics unlikely to change +* Volume hard to predict, but likely to grow somewhat +* Potential new types of support/ engagement activities could create new work around community and collaboration on shared problems + +### Learning outcome 3: How much growth we might expect as we allow local government to adopt GOV.UK Forms, in terms of organisations, forms and submissions + +Context and influences: +* The number of LA orgs is likely to change soon with the Local Government Reorganisation (LGR) +* In any given area of the country, you might expect anywhere between 250 - 500 forms from the LA(s) covering that area. +* All councils are different but have (mostly) the same responsibilities +* Typically, councils are using more than one forms package. Alongside their core platform, specific services use off-the-shelf providers, e.g. housing, revs and bens, education. They may also have “rogue” service teams that are going off-piste and using “unofficial” forms tools they can get their hands on, such as MS Forms. They all have a similar form creation process. +a range of different things going on in terms of submission data processing. It requires more focused research if we wanted to address it more confidently. +* Quite a few have account logins for customers that connect data held about them. +* Their current challenges around forms fall into 3 categories: + * Existing systems + * Form filler user experience + * Internal challenges + +Drivers +* It is important that the platform is easy and efficient to use +* It is important that the forms they build will provide a good, accessible user experience to form fillers +* Cost, especially cost saving, is a key driver +* The potential benefit of a local government GOV.UK Forms user community +* The potential for templates +* GOV.UK Pay is a big draw for many, but there can be significant blockers + +Current strategies: +* Most are prioritising unstructured and document-based data collection. +* They are also focused on improving the user experience. +* Some are more process focused, considering automation or integration data. + +How they might use GOV.UK Forms +* They recognise its main value is for simple forms +* Some mentioned replacing other data collection channels +* Mixed feelings on devolving work to other teams + +How likely they are to use the platform in future +* Three councils were very keen to publish forms as soon as possible. +* Whether or not they can envisage using GOV.UK Forms as a tactical solution for certain forms or challenges is key (as opposed to needing it to be their core platform) + +* The tool needs to offer significant benefits over existing tools to justify change +* Ease of adoption of the new platform is a key consideration and potential blocker. * They are factoring in how much resource it would take. +* Can't justify changing if they are already paying for other platforms (and locked into contracts) +* It’s often a big consideration for them, not a quick, easy decision +* It’s not always as simple as their team deciding they want to use it +* Many councils are living with high uncertainty about their future (LGR) + +### Perceived benefits of GOV.UK Forms + +IMPORTANT NOTE: these findings should not be shared as actual benefits found by users. They are perceived benefits by people who had tried the platform out for a short period and never published a form. 🚨 + +* A platform that is easier to use and more efficient + * More staff can use it + * Less dependence on technical colleagues + * Easier to create and update forms + * Quicker to create forms + * Better data consistency +* A better form filler experience + * Consistency across forms + * GOV.UK Forms meet standards and compliance + * Improved accessibility + * Trust and familiarity +* Strategic benefits + * Various strategic aspects specific to individual councils + * Saves money + * Works with other government tools + * Resilience + * Data security + * Having a say on the product roadmap + +# Supporting Evidence +- [Report](https://docs.google.com/presentation/d/16tMp9AVCMz8NN_eF54GQClHDknVCzIwzq4gHI7fX2kI/edit?slide=id.g3619d51f40a_0_67&pli=1#slide=id.g3619d51f40a_0_67) +- [Playback](https://drive.google.com/file/d/1IfD8C_xZH6-KVl7B4fTfaK5HsIiwr2QF/view) +- [Further documentation](https://drive.google.com/drive/folders/1on3O1CMwrRCp2QRYNIOlN4dZzoYLW19y)