[whitehexagon]

I went through the UK online passport renewal system last year, and it is the best website I have used in a very very long time. A real breath of fresh air. It worked perfectly on my old computer and 'ancient' browser. Everything very simple / accessible / clear, colours, text, buttons, fields, requirements. A simple step-by-step navigation and actually friendly.

It is a shame that more businesses dont care about their customers enough to invest in such a well designed website. Well done HMPO.

[icheyne]

I work with Equal Experts, who built this system for HMPO. Feels good to get this feedback.

[ljm]

You can easily tell the difference between services built under GDS, where the work favoured local contractors and agencies and otherwise smaller outfits, and those farmed out to the usual huge consultancy firms that are typically mired in controversy.

I would have much, much lower expectations for a body shop like Infosys or Accenture or Thoughtworks. They probably wouldn’t implement the design system right without billing extra for attention to detail.

[jameshh]

I agree, I also renewed my passport recently and the website and process is quite smooth. It's the more complex cases, first requests from abroad, etc., that lack automation.

[vixen99]

Seconded! In my experience, Gov.UK does pretty well in general and am happy to say that as one who privately fumes about various aspects of Britain in recent years.