The Government of Yukon uses this to assess the maturity of a service in the beta stage.
It’s based on our digital service standards and best practices for designing and delivering our online services.
We must complete this service maturity assessment before the service moves to unrestricted private beta.
At this stage in the project, we expect the service to be user friendly.
The emphasis is on launch planning and service adoption.
You can download the beta service maturity assessment template or see what we will assess below.
Provide the highlights for this assessment. Is the maturity of the service where it is expected at this phase?
Flag any high-risk items that are open. For example, security and privacy.
User needs and user experience (UX)
1. Ensure user needs are met
Is the service testing well with users?
Are recommendations from usability testing incorporated into the product or service?
2. Do ongoing user research
What is the plan to conduct ongoing user research and usability testing with the public?
Does the service have a user-feedback form? If so, where is that feedback sent and how will it be acted upon?
3. Make the user experience consistent
Is the service built to be consistent with the rest of government? This could include the use of standard design patterns, style guide, and common platform components.
Service quality and compliance
Compliance and assessments were planned in discovery and should be nearing completion or approvals.
4. Safeguard user privacy
What user data and information are being provided and or stored? What is the location and retention schedule?
Has a Privacy Impact Assessment (PIA) been completed?
We highly recommend you complete a PIA. If the service is exempt from the PIA process and you choose not to complete the assessment, eServices will have you complete a mandatory audit acceptance document for your department and deputy minister.
5. Build a secure service
Is the Security and Threat Risk Assessment (STRA) complete? If not, why? And what is the plan for completion?
6. Deliver a bilingual service
Is the service built in English and French?
Is a plan in place to support future content translation?
7. Make the service accessible
Is the service accessible to all users regardless of their ability and environment? Does it meet Web Content Accessibility Guidelines (WCAG) 2.0, Level AA compliance standards?
8. Change management
Use of agile methodologies
9. Use agile methods
Was the service built using agile user-centered methods?
Is there a plan to continuously and frequently iterate on the service?
10. Use open and common standards
Was the service built using open standards and common government technology platforms including the eServices platform?
Service adoption planning
Service adoption success is needed prior to a successful launch. It’s time to ensure the service is set up for a transition out of eServices.
11. Have a team in place to manage the service
Is there a suitable team in place that can provide ongoing improvements to, and operation of, the service? Will this team be led by a senior manager with decision-making authority?
Provide names for the following roles. If the role is not filled, indicate "n/a" if it's not applicable to the project or "TBD" if the role will be filled at a future date.
- Government of Yukon service owner:
- Vendor name and main contact:
- Lead senior manager with decision-making authority:
12. Support and maintenance
Is there an ongoing support and maintenance agreement with budget in place with the vendor?
13. Encourage everyone to use the digital service
Is there a plan in place to move non-digital users to this service?
Is the communication plan in complete or nearing completion from the service owner?
Has training been delivered to content and operations staff?
14. Have a plan for being offline
Is there a business continuity plan in place in the event that the service is temporarily offline and is unavailable? How will people be affected if the service is offline? What is the plan to get it back online?
Does this service have a lifecycle? For example, not all services are intended to be available at all times. What messaging will be put in place when the service is not active?
15. Collect and report on performance data
Based on the data collected since prototype development (alpha), have there been any changes to the performance measures, historic values, and benchmarks to measure the success of the service?
Is there adequate or appropriate tools in place to collect and report on performance data?
16. Test with senior stakeholders
Has the service been tested from end-to-end with senior stakeholders such as directors or deputy ministers?
17. Test the end-to-end service (beta testing)
Has the service been tested end-to-end in an environment identical (or nearly identical) to the live version with a representative sample of users? Was automated and manual testing done? Is the production hosting environment configured and was that included in the beta testing? If needed, have the domain name and security certificate been purchased?
Transition to a solid state
The following questions are designed to ensure the service will be fully supported post-launch, not necessarily by eServices.
18. Content updates
Has responsibility for content management been assigned? Do those users have the access required?
19. Service ownership
Who will own the service post-launch? Have there been any changes to this plan since prototype development (alpha)?
20. Senior management approvals
What remains to be completed prior to senior management approval being received?