Case Study: National Highways improves Dart Charge customer experience with Cyber-Duck

National Highways passes CDDO Alpha assessment on the first attempt with Cyber-Duck

National Highways, the government organization responsible for Britain's motorways, needed to reduce penalty charge notices for its Dart Charge service and meet GOV.UK Service Standards after a previous failure. They engaged vendor Cyber-Duck for its service design and user-centred design expertise to help them pass a critical Alpha assessment.

Cyber-Duck embedded user-centred and agile methodologies, educated the multi-disciplinary team on government standards, and conducted extensive user research to identify service pain points. The vendor's approach successfully steered the Dart Charge service through its CDDO Service Standard Alpha assessment on the first attempt, a first for National Highways in seven years, establishing a new internal benchmark for future programs.

National Highways