GOV.UK's lessons for social engagement and customer experience
GOV.UK launched five years ago, a streamlined, one-stop-shop onling online platform to host all govenment department websites.
It was quite a mammoth, staged task, carried out by the Government Digital Service (GDS). Old, outdated websites such as HMRC’s online portal, which contains reams of information on tax law and guidance, had to be transitioned over slowly but surely.
And while brands only have to tackle their particular consumer base when introducing...