Online payment service GOV.UK Pay took payments for 960 different services from 364 public sector organisations in 2023 – an increase of 21 percent.
In a blog post, GDS said a customer satisfaction survey of Pay public sector users found an increase in satisfaction for most of categories in 2023, compared to 2022. Overall, 88 percent of respondents said they are satisfied with Pay, a 2.7 percent increase from 2022.
Satisfaction with Pay’s 24/7 support increased from 72 percent in 2022 to 75 percent in 2023. The satisfaction levels for reconciliation increased by 17 percent from 2022 to 2023.
In the 2022 survey, 50 percent of people told Pay that they wanted an open banking feature, where customers can pay directly from their bank account. In response, GDS said it started a discovery in 2023 into how it can offer pay-by-bank.
Elsewhere, 46 percent of people surveyed in 2023 said they wanted to see more paying users that complete their payment. GDS said it is “making improvements to the design of the payment journey to address this and these changes should be released soon.”
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Pay users also want to see improvements in the reporting options available—in 2022 they said they wanted more detailed and auto-generated reports. It said it was exploring how to do this. Thirty percent of users surveyed also wanted to reduce the time it takes to reconcile payments.
Additionally, GDS said some users are not aware of new and existing Pay features, so it will be engaging with them to ensure it advertises Pay’s features more regularly.
“We will combine the findings from other user feedback sources such as support requests, user research and analytical data to prioritise improvements that we want to make on Pay,” it said.
“We’ve already started to update our roadmap based on what we have learned from our users,” said GDS. “To start with, we’re exploring pay-by-bank, then we’ll be improving the filters on the Pay transaction dashboard, so that it is easier for our users to find and manage transactions.”
