Apply for a postal vote & Apply for a proxy vote Alpha Reassessment
The report for the Apply for a postal vote & Apply for a proxy vote alpha reassessment on the 09 June 2022
Service Standard Reassessment report
Apply for a postal vote & Apply for a proxy vote
| From: | Central Digital & Data Office (CDDO) |
| Assessment date: | 09/06/2022 |
| Stage: | Alpha |
| Result: | Met |
| Service provider: | DLUHC |
Previous assessment reports
Service description
England, Scotland and Wales.
Currently there is only a paper-based user journey for electors who want to vote by post or proxy. As a result of the Elections Act, new online application forms will be introduced for electors who want to apply online for an absent (postal or proxy) vote.
The Elections Act 2022 amends existing legislation to enable the identity of absent vote applicants (electors using postal and proxy methods of voting) in Great Britain to be verified. The identity verification process will apply to paper applications as well as to applications made online.
Electors using a postal vote on a long-term basis in Great Britain will need to reapply every three years; currently electors can apply to vote by post indefinitely.
A limit is being introduced on the number of electors a person may be appointed to act as a proxy for (there is no current restriction). A person will be permitted to be appointed to act as a proxy for a maximum of four electors, and within that four, no more than two may be ‘domestic’ electors - i.e., those who are not overseas electors or service voters.
Postal and Proxy Voters in Scotland and Wales
Whilst the Elections Act makes identity verification a legal requirement for applying for an absent vote for reserved elections - including UK Parliamentary General Elections, the requirement does not apply to devolved polls/referendums in Scotland and Wales. Separate applications are in place for such elections/referendums. This will mean that a voter in Scotland or Wales who wishes to vote by post or proxy for all elections will need to complete separate applications, one through the online absent vote application service to cover their vote in reserved elections (UK Parliamentary General Elections, UK-wide referendums, and Police and Crime Commissioner elections in Wales) and another application through the relevant Scottish or Welsh Government services, to cover devolved polls/referendums.
Please note: Northern Ireland is not in scope for this service and is the subject of a separate Discovery.
Service users
Postal voting
| Groups | Locations |
| Vote by post for convenience | England, Wales, Scotland |
| Overseas UK voters | Europe, Commonwealth |
| Over 70s | England, Wales, Scotland |
| People with severe disabilities | England, Wales, Scotland |
| Low digital skills | England, Wales, Scotland |
| Users with access needs | Europe, Commonwealth |
| Users without a permanent address | England, Wales, Scotland |
| Users whose first language is not English | England, Wales, Scotland |
| Electoral Registration Officers | England, Wales, Scotland |
Proxy voting service users
| Groups | Locations |
| Away on polling day (single election only) | |
| For being away on polling day, medical issue or disability, or not being able to vote in person because of work or military service | England, Wales, Scotland |
| Education (full time course away from home) | England, Wales, Scotland |
| Armed Forces | England, Wales, Scotland |
| Crown/British Council | England, Wales, Scotland |
| Spouses (marriage and civil partnership) for proxy applicants of armed forces, educational courses, employment). | England, Wales, Scotland |
| Low digital skills | England, Wales, Scotland |
| Overseas UK voters | Europe, Commonwealth |
| User with access need | Europe, Commonwealth |
| Users whose first language is not English | England, Wales, Scotland |
| Users without a permanent address | England, Wales, Scotland |
| Elections Registration Officers | England, Wales, Scotland |
| Scottish and Welsh electors | Scotland, Wales |
1. Understand users and their needs
Decision
The service met point 1 of the Standard.
What the team has done well
The panel was impressed that:
- the team conducted specific research with users with a range of accessibility requirements. They gathered a good insight into how users would progress through the journey, and identified usability and policy improvements that could only be identified through exploratory testing
- the team undertook research which helped them to understand the needs of carers and helpers who may be participating in the online service
- the team identified issues around the document upload journey which are likely to disproportionately affect users with access needs. They have identified these issues and are exploring ways in which the journey can better accommodate users who may not have the required documentation, or who would find it difficult to access and upload the required documentation
- the team conducted testing on the proxy vote journey, including communications which may go out to proxy voters, and identified user needs associated with proxy voters. As a result, they are working to influence both Electoral Register Officers and the Voter Card Registration team to respond to the needs of proxy voters
What the team needs to explore
Before their next assessment, the team needs to:
- explore the involvement of carers and helpers in signing declarations and, for example, whether any alternative journeys or additional guidance are needed
- continue to explore whether it’s possible to reduce the amount of content on the start page
5. Make sure everyone can use the service
Decision
The service met point 5 of the Standard.
What the team has done well
The panel was impressed that:
- the team have been conducting testing and desk research to better understand the whole service and the interacting elements of the voter journey. They have been testing hard copy material and letters, as well as refining their digital journey and have gone beyond the scope of their specific build to identify and advocate for service improvements for disabled people
- by testing with users with access needs, the team identified a range of issues related to the signature upload portion of their journey. As a result of what they have found, the team have worked through a new flow which reduces the burden on the user and draws on support already available through the electoral infrastructure. They are now exploring this with the policy team
- by testing the whole journey, the team identified issues with the accessibility of GOV.UK content that provides routes for users to seek support. As a result, they are proposing changes to the GOV.UK team
What the team needs to explore
Before their next assessment, the team needs to:
- make sure the content they’re using follows the GOV.UK standards. For example, letters and cards should use the active voice. Where they’re not responsible for the content they should try and influence those who are