service-manual 1 linked patterns checked
GOV.UK Service Manual: Designing assisted digital support
Documents in-person, telephone, and webchat support for users who cannot complete online services independently, including telling users about support and matching support to user needs.
Read with a purpose
What this source can teach
Use this source to study a complete public-service task and the guidance that supports its implementation.
- Start with the original. Open the source and find the guidance or example relevant to your task.
- Trace the connection. Use the claim notes below to see how this site applies the source to specific patterns.
- Check the setting. Compare the source's platform, people, and constraints with your own decision.
Pattern Decisions This Source Supports
| Pattern | Supported decision | Required contract | Claim note |
|---|---|---|---|
| Fallback path | Choose fallback path when the user needs an alternate way to finish the same task after the primary method is blocked, unsupported, unavailable, or unsuitable. | The fallback path is a different route to the same user outcome or an explicitly named support handoff, not another attempt at the same failing operation. | GOV.UK documents assisted digital support by phone, webchat, or in person for users who cannot complete online services independently. |
Comparisons supported by this source
- Fallback path vs retry vs error state vs service unavailable page
GOV.UK documents assisted support channels for users who cannot complete online services independently.
Evidence Role
This source is treated as service-manual evidence. Its value comes from the specific claims and setting described above.
Publisher: Government Digital Service. Last checked: .