The purpose of this point is to highlight that the service should be built so that it can be improved flexibly in iterations. Services should be designed so that there is continuity to support the capacity, resource and technical flexibility requirements.
The service will need to be continually improved based on user needs, desired outcomes, feedback and supporting data. There needs to be a robust review process in place in order to provide a channel and focus for continual learning and improvement. The service needs to be resilient in order to react to the changing needs and demands on the service, including changes in policy and strategy, user needs and advances in technology.
The Standard was launched on 7 April 2016.
This guidance was last amended on 17 June 2016 as part of Service Standard Sprint #1.
You can read more about the Standard here.