Comments on: Broken Customer Journey – HM Revenue and Customs http://www.hawdale-associates.co.uk/blog/broken-customer-journey-hm-revenue-and-customs/?utm_source=rss&utm_medium=rss&utm_campaign=rss Optimizing The Customer Journey Sat, 16 Jan 2010 19:55:17 +0000 hourly 1 By: Mr C http://www.hawdale-associates.co.uk/blog/broken-customer-journey-hm-revenue-and-customs/comment-page-1/#comment-322 Mr C Fri, 30 Oct 2009 10:23:37 +0000 http://www.hawdale-associates.co.uk/?p=787#comment-322 Funnily enough, I've seen this with HMRC before - remember the Child Tax Credits debacle. It appears that they are repeating the same mistakes. This is something I know we've discussed before and Roy Stringer used to be really concerned about the inability to think differently in an online presentation. The content may be the same (or similar), but the interaction with that content can be entirely different. Oh, as a tangent, but it's still HM Government - if you apply for your car tax online - don't fill in the feedback comments (especially asking what fields are mandatory on the last page of the process and also why they default to OPT-IN for marketing contact, naughty boys,). I did so and was disconnected with a timeout message proclaiming that my application, which I had previously completed and received confirmation of, had failed and I would have to apply again. That now requires a phone call to check what's happened. It's not a freephone number either. Funnily enough, I’ve seen this with HMRC before – remember the Child Tax Credits debacle. It appears that they are repeating the same mistakes. This is something I know we’ve discussed before and Roy Stringer used to be really concerned about the inability to think differently in an online presentation. The content may be the same (or similar), but the interaction with that content can be entirely different.

Oh, as a tangent, but it’s still HM Government – if you apply for your car tax online – don’t fill in the feedback comments (especially asking what fields are mandatory on the last page of the process and also why they default to OPT-IN for marketing contact, naughty boys,). I did so and was disconnected with a timeout message proclaiming that my application, which I had previously completed and received confirmation of, had failed and I would have to apply again. That now requires a phone call to check what’s happened. It’s not a freephone number either.

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