Create 2026-05-21-Local_gov_Q4_pilot_findings.md

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+# 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)