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More than a helpdesk: user support’s role in helping GOV.UK Notify send 12 billion messages

calendar_today February 5, 2026 person Ryan Carvalho, Service Designer, GDS domain gov-uk-notify

User support – a necessary burden or a strategic advantage? Find out how GOV.UK Notify turned users’ questions into insights, team engagement and an improved service that has now sent 12 billion messages.

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