"The Department has made a determined effort to reduce reliance on burdensome long letters and piles of leaflets and has improved the efficiency of its communications with customers. It could, however, improve performance further by moving more of its services online. Where paper forms and letters are still necessary, it should make them more straightforward for the customer, particularly for the elderly and other vulnerable people."
Tim Burr, head of the National Audit Office, 7 May 2009
ISBN: 9780102954784 [Buy from TSO]
HC: 421 2008-2009