Citizen search on GOV.UK transformed with Kin + Carta and Google Cloud

LONDON, 23rd October 2024:  Kin + Carta, the Valtech-owned global digital transformation consultancy and the Government Digital Service (GDS), part of the Department for Science, Innovation and Technology (DSIT), have partnered to launch GOV.UK’s new search engine, powered by Google Cloud’s Vertex AI Search.

Search is one of the main ways people find information on GOV.UK, the government website that houses 700,000+ pages.

Kin + Carta has been working with the GOV.UK team at GDS to significantly improve the quality of the GOV.UK site search experience for users [the UK public] by improving the relevancy of results, while also reducing the long-term maintenance work required of the GOV.UK team. To meet these objectives, Kin and Carta worked with the GOV.UK team at GDS to select a leading search solution from Google Cloud’s AI toolkit.

Google Cloud’s customised Vertex AI search solution was utilised by Kin + Carta, using natural language models that reflect the more “conversational” nature of modern search - creating a digital service that is both accurate and accessible to the public.

When the new search engine was tested against the previous one, it was found that 14% more users are clicking through to relevant results and there was an 11% decrease in search refinement, as well as an 8% reduction in users leaving the site from the search page.

Karl Hampson, CTO, Data & AI Europe at Kin + Carta, commented: “The GOV.UK website is one of the most visited websites in the UK, with hundreds of thousands of pages of vital information and services for the UK public. Search is therefore key in navigating the site.

“The way people search has fundamentally changed since the launch of the GOV.UK website, so you need a search function that reflects modern search behaviour and language. AI has revolutionised search technology, returning better results in a way like never before through understanding people’s search queries and helping people to navigate the site. “At Kin + Carta, we have world-class search and experimentation capabilities. By utilising Google Cloud’s Vertex AI Search, creating an enhanced user experience for visitors to the GOV.UK site.”

Minister for Digital Government and AI Feryal Clark said: “Millions of people visit GOV.UK every day to access public services and find essential information. Our goal is to make that experience as seamless and efficient as possible.

“Our new AI-powered search engine delivers faster, more relevant results and makes it easier for everyone - regardless of their digital skills - to find what they need."

Leanne Cummings, GDS Deputy Director, GOV.UK said: “GOV.UK provides critical information, services and guidance to the millions of people that use it every single day. Therefore, how people search for what they need on GOV.UK is a key priority for us. Since launching our new search tool, we've seen a marked improvement in how users of GOV.UK find what they need, when they need it.”

Sam Ineson, Director of Public Sector at Kin + Carta concluded: "The new search breaks down barriers to finding government services, meaning that non-digital natives, and those who need these services most can now use natural language to find what they need."

“Google Cloud is proud to power this latest step in search performance for GOV.UK,” said Iain Burgess, Director, Public Sector, UKI at Google Cloud. “In partnership with GOV.UK and Kin + Carta we have brought together the power of our Vertex AI Search capability to ensure that the public quickly finds the information and services that they need.”

For further information, please read the blog post on Inside GOV.UK.

Please contact:

DSIT press office
press@dsit.gov.uk
020 7215 3000
Tom Ingoldby
E: tom@velvetpr.biz
T: +44 (0) 7825 814 634

About Valtech

Valtech, the global leader in Experience Innovation, exists to unlock a better way to experience the world. By delivering sustainable, human-centric digital solutions that prepare businesses for the future, we empower brands to leapfrog the competition and surpass best practices. Our 8,000-strong team in 24 countries crafts intelligent, personalized experiences that blend crafts, categories, and cultures. At the intersection of data, AI, creativity, and technology, we touch lives, grow businesses and unlock value in a digitally accelerated world. Our clients include the world’s best-known brands, such as L’Oreal, LVMH, Mars, P&G, Volkswagen, Dolby, Santander and BBC. See our work at Valtech.com.

About Google Cloud

Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner.