Communicating bugs on live services pattern

[robertjmccarthy]

This contribution was made by @kateweir1 .

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Contribution purpose

This pattern uses a modification of the banner component and an 'Updates' page to communicate problems with a live service that may impact a user's outcome on a service, but are not severe enough to warrant the entire service being taken down. The banner and updates are published via a content management system (CMS).

The CMS allows non-technical team members to publish banners and updates and automates parts of the process e.g. when you mark an issue as 'resolved' the banner goes from red to blue, the content changes to 'The [title] problem has been resolved" and is then set to disappear in 24 hours.

We implemented this pattern after launching the product on gov.uk. We needed a way to replace communication about problems to users via email (email became an unsustainable method once we left our pilot phase).

It's important on our service that users are aware of any issues which may impact the result the service gives them. On a high level, the user story is:

• As a user of CCQ,
• I need to know when a problem has occurred with the service that might have affected my client's eligibility result
• So I know what course of action to take

Examples