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    1. Understand user needs
    2. Do ongoing user research
    3. Have a multidisciplinary team
    4. Use agile methods
    5. Iterate and improve frequently
    6. Evaluate tools and systems
    7. Understand security and privacy issues
    8. Make all new source code open
    9. Use open standards and common platforms
    10. Test the end-to-end service
    11. Make a plan for being offline
    12. Make sure users succeed first time
    13. Make the user experience consistent with GOV.UK
    14. Encourage everyone to use the digital service
    15. Collect performance data
    16. Identify performance indicators
    17. Report performance data on the Performance Platform
    18. Test with the minister