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Jane Frost
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Customer guru warns on guidance
Jane FrostProviding service users with guidance on filling in forms can actually...ou make less errors with no guidance,” said Jane Frost, director of HMRC’s Individ...g things up and making the wrong decision.” Frost also pointed out that complai...
The short-cuts to better services
...esistance, says HMRC director Jane Frost. If public organisations des...nd money. Ruth Keeling reportsJane Frost has spent the last three year...s like common sense – or “Janet and John, book one” as Fros...ely greenfield before then.”Frost is not saying that HMRC had n...
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Customer guru warns on guidance
Jane FrostProviding service users with guidance on filling in forms can actually increases errors, HMRC's customers guru saysProviding service users with guidance on filling in forms often actually increases errors, HM Revenue & Customs’ customers guru has told Civil Service World.“T...
Tags: jane frost, Information Management
The short-cuts to better services
Jane Frost, director of HMRC's individuals customer unitCustomers like to take the path of least resistance, says HMRC director Jane Frost. If public organisations design services to suit those natural human instincts, they’ll save both time and money. Ruth Keeling reportsJane Frost has spent t...
Tags: jane frost, best practice, Information Management