“Being at the forefront of the public sector’s drive to develop electronic services carries increased risks which need to be managed. Teething problems are to be expected, and need to be learned from quickly. The Inland Revenue has adopted a number of good practices from the private sector, including build and learn. An important message is that services must be demonstrably useful to the public if they are to use them on any scale, but it can take time to redesign existing processes particularly in an organisation as large and complex as the Inland Revenue.
“Many of the lessons learned by the Inland Revenue, and the good practices adopted, are equally applicable to other public bodies developing electronic services, and it is important to share these good practices as they develop.”