Customer service principles

The customer service principles were developed after Business Transformation, as part of the All-of-Government Service Modernisation Roadmap for improving Government digital services.

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About the customer service principles As part of the Government's Service Modernisation Roadmap, Inland Revenue is leading the development of customer service principles to improve digital service experiences.
Design with the customer in mind Digital solutions designed around the people who use them.
Build services people can rely on Services provide fast, accurate results, when they're needed.
Services are as simple as possible Customers succeed on their first try without any help.
Services are clear and transparent Customers are certain and informed.
Broaden digital borders Solutions that work for customers.
Work across agency silos Joined up services that make sense to customers.
Keep an eye on the future Digital services that are forward-thinking by design.
Glossary of digital services terms Terms used throughout the customer service principles.