I've just been listening to a Civil Service World podcast called "It's Personal," and in particular a segment called "How do you make tax feel less taxing?" It's an interview with Claire Walsh and John Swift from HMRC's Customer Experience Directorate who talk about their attempts to improve customer service. Your heart may sink when they start talking about mapping customer journey's to improve services and bringing colleagues on the transformation journey but you know what they're describing. Even though we wouldn't use the same language, they're basically following a sound strategy. What did disappoint me was that there was the lack of detail. For instance, we were told that they won some kind of award for improving the bereavement process. But they didn't tell us how they improved the bereavement process. I recall from seven years ago that HMRC's bereavement was fundamentally flawed, starting with the DWP offering a ...