In today's news postings:
"In line with Accenture’s findings, the consultant said the “next wave of leading” government agencies will deliver customer service that builds an implicit trust between citizens and government, to surpass “citizen satisfaction.”"
Gawd, talk of jam tomorrow and believing your own hype. I'm not sure any amount of systems improvement or joined-up govt will build "implicit trust between citizens & govt". How we start from the top and have Tone and El Gordo talking truthfully (about anything) first.
As for e-gov systems, well, how about server availability, logical interfaces, meaningful on-screen help, allowing one PIN and password to access all menus (not have one for VAT, one for self-assessment, one for CT and so on...)? Perhaps if things were simplified, more folk would use online services.
Can anyone remind me again which contractors designed the HMRC site?
"In line with Accenture’s findings, the consultant said the “next wave of leading” government agencies will deliver customer service that builds an implicit trust between citizens and government, to surpass “citizen satisfaction.”"
Gawd, talk of jam tomorrow and believing your own hype. I'm not sure any amount of systems improvement or joined-up govt will build "implicit trust between citizens & govt". How we start from the top and have Tone and El Gordo talking truthfully (about anything) first.
As for e-gov systems, well, how about server availability, logical interfaces, meaningful on-screen help, allowing one PIN and password to access all menus (not have one for VAT, one for self-assessment, one for CT and so on...)? Perhaps if things were simplified, more folk would use online services.
Can anyone remind me again which contractors designed the HMRC site?
Comment