Improving digital take-up and completion rates for the DfT’s Blue Badge scheme

The Department for Transport (DfT) operates the Blue Badge scheme in conjunction with 206 local authorities. It supports 3 million people in the UK, and the digital service enables them to apply for, manage and renew their badge.

The DfT partnered with Valtech to replace the legacy service. The objectives included increasing digital take-up, improving completion rates and reducing the overall time taken to apply for and receive a new Blue Badge. The previous version of the service was the most complained about digital service operated by the DfT.

Valtech worked with the DfT to put users at the heart of the solution, collaborating with DfT teams and local authorities to ensure adoption rates were as high as possible. The complexity of language and process has been reduced, addressing technical, data and user needs to deliver a solution that works for both citizens and local authorities.

Digital take-up already increased by 54%

The result is an award-winning digital service. Only a few months since its launch, digital take-up has increased from 37% to 57%, and the application completion rate has improved from 33% to 70%. The DfT is forecasting a £4.75m saving for local government in the first year of the new service.

Watch the video to hear what Daniel Fyfield, Blue Badge Digital Service Owner at the DfT, thought about the process.