1. Understand users and their needs

    Read more about point 1

  2. Solve a whole problem for users

    Read more about point 2

  3. Provide a joined up experience across all channels

    Read more about point 3

  4. Make the service simple to use

    Read more about point 4

  5. Make sure everyone can use the service

    Read more about point 5

  6. Have a multidisciplinary team

    Read more about point 6

  7. Use agile ways of working

    Read more about point 7

  8. Iterate and improve frequently

    Read more about point 8

  9. Create a secure service which protects users’ privacy

    Read more about point 9

  10. Define what success looks like and publish performance data

    Read more about point 10

  11. Choose the right tools and technology

    Read more about point 11

  12. Make new source code open

    Read more about point 12

  13. Use and contribute to open standards, common components and patterns

    Read more about point 13

  14. Operate a reliable service

    Read more about point 14