Report by the Comptroller and Auditor General, HC 1145 session 2002-2003, 31 October 2003: Difficult forms: how government agencies interact with citizens
To gather information and implement government policy, central departments and agencies issue and receive back millions of paper forms per year, as well as handling a minority of forms by phone and the Internet. How well the bedrock tasks of issuing and processing forms are accomplished can have sig...
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| Format: | Report |
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National Audit Office
2003
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| Summary: | To gather information and implement government policy, central departments and agencies issue and receive back millions of paper forms per year, as well as handling a minority of forms by phone and the Internet. How well the bedrock tasks of issuing and processing forms are accomplished can have significant implications in shaping both the cost efficiency of departments and agencies, and how citizens perceive the public services. This study focuses on how public sector organizations design their forms, why some forms are seen as difficult to fill in by many people, and what can be done to ensure that forms impose the lowest feasible burden upon citizens |
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