View Idea
Title:
SImplify GOvernment websites - including this one
Reference ID:
12EH
Department Responsible:
HM Revenue & Customs
Problem Description:
I have recently just started a sole proprietor company and have registered for VAT. To simplify matters for myself I thought I would register to submit VAT returns online.
I am driven to dispair by the HMRC website. I have followed link after link and I STILL have not found WHERE to actually submit a return. All I get is page after page of more self-extolling praise about how good the website is, and page after page of repeating help, but nowhere is there a direct link to actually submitting the return.
They claim they are all for simplification, but obviously it is all just hype as it is not simple at all. On the contrary it is one of the most confusing sites I have ever had the misfortune of trying to navigate, and now they threaten us with penalties in the future if all businesses do not use electronic filing. It's s joke!
They talk about obtaining software from the HMRC site or 3rd party suppliers. I have not seen any evidence of software other than from 3rd party suppliers at prices that my company can not afford, and now I cant even find thé 3rd party page again.
I believe that the links are such that they are all interlinking with each other to the extent that you never get anywhere, other than going round in circles.
Can I get compensation for my blood pressure and stress caused to me by HMRC?
Regards,
Norris Hanna
P.S. I have been in IT as a developer amongst other things including web page design, for over 40 years, and I have yet to come across a site which so admirably demonstrates such incompetence in design.
Proposed solution:
SImple.
Simplify the site.
Make the initial links directly into the areas to actually do something. If help is required it should be got from that page as incidental to achieving the main aim which is actually doing something. In this case actually submitting a return.
Cost or time incurred:
I can;t put a monetary value on it, but it would save HMRC a large amount of money by reducing development and maintenance time.
It would also ultimately save the NHS money on blood pressure medication as well!!!!
Department:
HM Revenue & Customs
Sector(s):
Private Sector , Public Sector , Third Sector
Category(s):
Multiple
Official response
We are sorry that you found our website difficult to navigate.
HMRC have just launched new web content on a number of subject areas, including VAT (www.hmrc.gov.uk/vat/index.htm). The new content is design to be more customer focused, written in plain English and include links to relevant subject matter. The new VAT area includes guides on registering for VAT, submitting VAT returns either by paper or online and payment options available. The guides provide information on how to submit online, how to register and the other online facilities available within VAT and links to the relevant registration and login pages.
We hope that the new structure, navigation and terminology used in the VAT area of the site should make it easier to navigate around the HMRC website in general and the VAT area in particular. The new pages also include a link to a feedback page, so please do let us know what you think.