Service catalogue

Provide a consistent, trustworthy way for users to browse, and search and find the right service and understand what to do next.

This step often acts as the first point of contact between users and government services.

Check out related guidance on catalogue services on GovStack implementation playbook.

How it works

insert wireframes and variants

1. Services are presented in a structured way

Services should be organised in a way that makes sense to users, for example:

• Alphabetical listing (A–Z)

• Grouped by theme, topic or life event

• Grouped by tasks users want to complete

• Separate views for citizens and businesses

The structure should reflect how users think, not how the government is organised.

Inputs to create a service catalogue

• service list or register

• details about each service such as name, description, owner, access method, status

• a system for organising or tagging services (taxonomy or tags)

2. Users can browse or search

Users can:

• browse categories or topics

• search using everyday language

• scan short summaries to rule services in or out

Search and browse should work together, users may switch between them freely.

3. Each service is clearly summarised

For each listed service, users should be able to quickly understand:

• what the service is

• who it’s for

• how it can be accessed (online, offline, hybrid)

• whether there is a cost or eligibility requirement

Detailed interaction for a selected service should happen later on the service sheet.

4. Users select a service to continue

When a user selects a service, they are taken to a service overview or start page where they can confirm they are in the right place.

At this point, discovery ends and the service journey begins.

Outputs

• selected service

• confidence that the user has found the right service

• handover into the service journey

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Considerations

Trust and legitimacy

• The catalogue should clearly signal it is an official government source.

• Consistent branding and naming help prevent fraud and misinformation.

Inclusion

• Avoid assuming users will start or complete services online.

Governance and quality

• Services should meet defined standards before being listed.

Variants

Depending on capability and maturity, a catalogue may:

• sit within a government homepage or portal highlighting top services, orienting users

• include personalised recommendations such as reminders or data driven recommendations

• support conversational or guided discovery