Case Study: National Highways improves Dart Charge user experience and achieves GDS compliance with CACI

National Highways passes Alpha service assessment first time in 7 years with CACI Limited

National Highways, the government organisation responsible for Britain's major roads, needed to update its Dart Charge congestion charging service to reduce penalty notices and improve user experience, having previously failed to meet UK Government Digital Service standards. They engaged vendor CACI Limited for its expertise in service design, user-centred design, and agile methodologies to help guide the project through a GDS Alpha assessment.

CACI implemented a comprehensive service design strategy, beginning with in-depth user research and creating service blueprints. They introduced agile methodologies and user-centred practices, providing a structured plan with over 100 steps to meet all GDS standards. As a result, the Dart Charge service successfully passed its Alpha assessment for the first time in seven years, and National Highways now uses the project as an internal case study for future programs.

National Highways