Lin Homer

"we were able to see more of our business than we had been, so in a sense the system improved – but the consequence was that we’d got more things to work out even than we realised,"

"With help from people including all sorts of employers, I think we’ll be able to face those moments, work out what to do, and move on well.”"

"The agency is working with software developers to produce ‘apps’ that simplify tax management for small businesses, she says, and it’s employed more staff to improve customer service by reducing call waiting and letter response times."

"we need not just to answer questions we’re asked, but to ask questions ourselves and to anticipate the kind of changes the world is going to require us to make"