A badly executed good idea?

A previously ‘clunky’ system has been improved. It still feels long-winded and repetitive, but it’s not that hard to get your head around, for a digital native or convert. But some people, particularly the older members of our community, mistrust online services and many of them won’t be dragged into it.

In isolation, the moves that the Revenue Service is making are sensible. If someone comes into Edward T Wheadon House ostensibly to collect a paper form, it makes sense to spend a couple of minutes trying to speak to them. Are your details correct on our system? Do you actually need to complete a form? And can we help you?

But that doesn’t work when a two-minute trip suddenly becomes a much longer queue. An irritation callers didn’t want, or expect.

The Revenue Service has a tough job. Its many problems are well known. The introduction of independent taxation is probably only going to overcomplicate matters as far as many are concerned.

But having good ideas is one thing. The way they are executed is another. And the public reaction will tell the Revenue Service that it could have gone about things in a better way.