Comment by rekshaw

I've worked with gov.uk. They are essentially a startup inside a huge organization, and their great work reflects that. One of the things they told me that struck me: most websites have customers, we have users. What they mean by this is that being a customer implies choice, whereas there is no alternative to .gov.uk, hence users don't have a choice. So it's gov.uk's responsibility to make their website as clear, accessible and useful as possible.