System development date, project plan and brief
Case reference FOI2025/01545
Received 7 August 2025
Published 18 December 2025
Request
Please can you share the system development date and project plan and the brief that was given to the supplier(s) which developed the system, any specific points included to manage /incorporate issues for dyslexic people etc.
Response
As part of the website development, the appointed supplier was contractually required to ensure full compliance with WCAG 2.1 AA accessibility standards. This guarantees that the web service is usable by a broad spectrum of users, including individuals with various disabilities.
Prior to commencing this project, we conducted focus group workshops with assisted digital user groups to help shape a service that delivers a smooth and inclusive customer experience.
We recognise that navigating digital platforms can be challenging for some users, including those with dyslexia. To support these customers, we offer reasonable adjustments and personalised assistance through our contact centre. Our staff are trained to provide tailored guidance, ensuring that every customer receives the help they need.
The website and systems were developed using an agile project management approach. This breaks work into small, iterative phases to promote flexibility, collaboration, continuous improvement, and the ability to adapt to change throughout the process. As such there is no specific project plan associated with this part of the project, but it was developed, tested and delivered between April 2021 and July 2023.
Documents
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