Easy: 1,479,025,887 GDS has produced another fascinating tool, this time providing a list and volumes of government transactional services, which it turns out are used a shade under one and a half billion times a year. Richard Sargeant has a blog post introducing the endeavour, and making clear that this initial version is an alpha […]
Some would say the answer is obvious. But it’s always worth remembering that processes seemingly designed to frustrate the customer are not limited by sector or organisation. Here’s a tale of convoluted customer service with rather a surprising punchline. Though here is another, more seasonal, story which shows another approach altogether.
Good services depends on good systems. But good systems do not guarantee good services. The distinction is all too often overlooked, not least by designers of systems and services. The London congestion charge is a fascinating case study of a superbly engineered system supporting a service which has some important deficiencies. I was told a […]
The links below have two things in common. They don’t work. And they should. http://hmrc.gov.uk http://met.police.uk http://parliament.uk http://civilservice.gov.uk http://hmg.gov.uk/ (though for so grand an address, the results to be found are sadly inconsequential) Distinguishing a web server from gopher, telnet and the host of other application protocols which jostled for supremacy as they emerged from […]
To the post office this morning. Twice: once to queue up to post some parcels and once to queue up somewhere else to collect one. At the post office, the woman in front of me wanted a form to convert her Portuguese driving licence into a British one. Easily done. And she wanted some advice: […]
I am sitting at home waiting for a parcel, the unloved and unglamorous side effect of internet living. I know it left Sheffield last night. I know it got sorted in Birmingham. I know it got to Croydon. I know it’s on a van on its way to me. The only thing I don’t know […]
Try as we might, we just couldn’t make a mortgage application fun, so we made it simple instead. ING tube advert