The UK Government created the Service Standard to ensure public sector digital services are consistent, secure, and meet the needs of users. While originally designed for government departments, the framework is increasingly relevant to regulated industries such as financial services.
The current Service Standard includes 14 criteria:
- Understand users and their needs
- Solve a whole problem for users
- Provide a joined up experience across all channels
- Make the service simple to use
- Make sure everyone can use the service
- Have a multidisciplinary team
- Use agile ways of working
- Iterate and improve frequently
- Create a secure service which protects users’ privacy
- Define what success looks like and publish performance data
- Choose the right tools and technology
- Make new source code open
- Use and contribute to open standards, common components, and patterns
- Operate a reliable service
In financial services, these principles align closely with the FCA Consumer Duty and operational resilience regulations. For example, a claims portal should be simple, accessible to all customers including those with disabilities, and continuously improved through feedback. Publishing performance data can also demonstrate transparency and fairness.
By adopting the Service Standard, financial services firms can show they are committed not only to regulatory compliance but also to building trust. Customers increasingly expect secure, inclusive, and reliable digital services, and this framework provides a proven foundation.
Summary:
The Service Standard sets out 14 principles to ensure digital services are secure, inclusive, and user focused. In financial services, adopting them supports FCA Consumer Duty and builds trust through transparent and resilient digital experiences.
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