Providing good quality interfaces to transactional services is key.
All interfaces to transactional services should provide citizens with confidence that their time is valued, their information will be safe and their needs are understood. The interface to the service should reflect the quality of the service.
To achieve this, transactional service interfaces should be designed to meet the needs and situation of the users rather than simply providing a mechanism for information to be gathered. These user needs can be understood through both qualitative and quantitative user research techniques and user feedback. Findings should be applied iteratively through a process of continuous improvement.
The Connected City 