For example, your 'I've forgotten my ird user name' page will only respond if ird numbers are input with hyphens between the numbers in a certain place, for example you need to enter them as 123-456-789 or 12-345-678
Your 'I've forgotten my password' page will not accept your ird number, giving a message that it is an incorrect ird username / number mixture, if hypens are put into the ird number entry.
IE force me to do things one way then punish me when I do.
My suggestion is the following should be put in place to resolve these issue for your clients:
1 - A set of development standards for entry for all web and other client facing portals. The standards should cover off data entry requirements, password requirements, naming requirements etc etc etc.
- They would cover - entry of usernames / case sensitivity, space removal etc.
- They would cover off the input of ird numbers, monetary values, dates etc.
- They would cover off the requirements to trim entry to remove spaces, the turning of all entries into lower or upper-case to make entries case insensitive, the use of different separators in dates, etc etc
3 - Test the above at every dev release to ensure these standards are met.
At present your entry standards are a shambles and are a major impediment to people who are trying to navigate your systems.
Now - should I get stuck into them for the complete bollocks of a navigation system they have, the fact you have to log in repeatedly as it keeps leading you to pages outside the login area them making you re-authenticate to get back in, or their reallu really user unfriendly system for otherly enabled users. (5 known and 514 potential preoblems with accessibility on the front page alone). sheesh -
Should I mention the number of error messages received after submitting forms? or the page time outs getting reposnses?
How do other govt depts stack up?