# Other ways to access a service

Provide alternative channels for users to access and complete a service when the primary route is not suitable. All channels must lead to the same service outcome. 

#### **Use this pattern when:**

* not all users can access the primary (often digital) channel
* services must support assisted, offline, or in-person access. 
* policy or inclusion requirements mandate alternative routes

## Steps

### 1. Make alternative routes visible

Users should be made aware that there are other ways to access the service.

Examples

* phone support (incl. SMS alerts)
* in-person appointments
* assisted digital
* paper-based routes
* delegated or proxy access

Design guidance

* Alternatives should be discoverable early, not only after failure.
* Present alternatives as legitimate, not secondary or “last resort”

Show the alternative routes available on the [service sheet.](https://specs.govstack.global/service-patterns/3.-step-patterns/service-sheet)

#### 2. Explain how alternative access works

Tell users what to expect if they choose a different route.

Make it clear: 

* how to start the alternative route
* what information will be needed
* whether progress can be carried across channels
* any differences in timing, effort or costs

#### 3. Handover into the alternative channel (if relevant)

The service should support a clean transition into the chosen route.

Examples:

* booking an in-person visit
* generating a reference number
* creating a case for assisted handling
* issuing instructions or documents

Use these step patterns where applicable:

* [Schedule an appointment](https://specs.govstack.global/service-patterns/2.-functional-patterns/schedule-an-appointment)
* [Send a notification](https://specs.govstack.global/service-patterns/3.-step-patterns/send-a-notification)
* [Outcome](https://specs.govstack.global/service-patterns/3.-step-patterns/outcome)

***

## Considerations

#### **Equity and inclusion** 

* Alternative routes should not reduce eligibility or service quality.
* Timeframes and costs associated with alternative channels should be transparent.

#### Continuity

* Where possible, users should not have to repeat information when switching channels.
* Staff and systems should have shared visibility of progress.

#### Rules and validations on assisted journeys

* Assisted access should follow the same service rules and validations.
* Staff should use the same underlying service definitions.