Technorama

Its really common for quasi and public bodies in the UK to lack any form of software competency training and defect/bug tracking.

When you contact them about defects in their apps, and their websites, they have no idea how to handle it. The customer service staff have not been adequately trained, and the developers who their website was designed by may have long left the building. They failed to sign an maintenance agreement, and have no bug tracking database.

Recent examples:
National Rail App
NHS EHIC card



I think National Rail need to implement an Software Competency Procedure.
When a defect is reported:
A. It should not necessitate any chasing by the reporter. (ie it should not be ignored by National Rail)
B. National Rail should acknowledge the defect.
C. National Rail should not try and pretend it is a feature (The text is never expected to be unreadable!)
D. National Rail should organise a repair of the defect promptly.


Most businesses do not have a Software Competency Procedure

What is a Software Competency Procedure?

Its the Procedure that the company follows when software OS developed, released, and managed. It means defects are taken seriously, users and defects are not ignored.

By following a competence process, issues will be resolved, and not brushed under carpets or left to fall through the cracks in the floorboards.

NB. A competency process is not a fake process, eg "Issue logged, issue rejected and ticket closed". Only incompetent organisations have fake competency processes. They will tell you all the usual excuses (No staff, no training, no money, even blaming the reporter of the defect for it!)

Often a company may have outsourced their software to a 3rd party, that process should have the same connection to allow up-streaming of defect reports. Often organisations will simply stonewall at that point, and blame the 3rd party for not taking care of it.