Difficult Forms: How Government Departments Interact with Citizens
HCP 255, Sixth report of session 2003-04
- House of Commons Committee of Public Accounts
- TSO (The Stationery Office)
Forms are one of the most frequent ways a citizen interacts with government departments. If a form is badly designed it is likely to lead to errors and increased processing costs. Also the public is less inclined to believe that progress is being made to a more responsive and accessible service.
Based on an NAO report (HC 1145 2002-03 ISBN 0102923604), the Committee took evidence from the Inland Revenue, DES, DWP and Passport Service on the three main issues of: designing user friendly forms; improved administrative efficiency; progress to providing online services. There are 12 main recommendations.
|Format||Paperback||Published||29 Jun 2004|
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