Foxholer
Blackballed
The problem with government IT projects is more often that not due to moving goalposts. The suppler signs up to deliver one thing but the process takes so long that by the time they get going the requirements change and so cost start escalating - and so on it goes with a government or departmental expert appearing out of every nook and cranny proclaiming to be a key stakeholder and to be consulted - and so it goes on.
Certainly agree about the moving goalposts and stakeholders! That's why National Health IT Systems (worldwide!) are fraught with risk! There's a rule of thumb that any IT project (in Government or elsewhere) that takes > 6 months has a 50% chance of failure; and any that takes more than a year is 'bound to fail' - though I've seen some notable exceptions!
Some IT projects work pretty well though. Government Gateway for one - on 30/31st January of each year it is - with the HMRC Tax SA website - one of the most heavily used transactions websites in the world - and tends to keep going under the strain.
There's a difference between a system working well - or at least appearing to - and the development (and ongoing) cost being effective!
There's no way that the Government Gateway project can either be justified (or not) because the costs and benefits have not been measured! And that's from a National Audit report on it. Here's a couple of quotes.
Read Paras 21 and 22 of this summary of that project. http://www.nao.org.uk/wp-content/uploads/2011/12/n10121589es.pdf
And there are plenty of higher transaction rates than the Self Assessment one - which was very dodgy initially (some years ago)!