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Minimise service downtime and have a plan to deal with it when it does happen.

First published:
6 February 2020
Last updated:

Why it’s important

Users expect to be able to use online services 24 hours a day, 365 days a year.

Many users have limited choice over how and when they access government services. If a service is unavailable or slow, it can mean those users are not able to get the help they need.

What it means

Service teams should:

  • maximise uptime and speed of response for the online part of the service
  • be able to deploy software changes regularly, without significant downtime
  • carry out quality assurance testing regularly
  • test the service in an environment that’s as similar to live as possible
  • monitor the service and have an appropriate plan to respond to issues identified by monitoring (the effect on users and on government)
  • fix any organisational or contractual issues which make it difficult to maximise availability