15.30 – 16.30. Digital by Default, and Agent Services Update. Julian Hatt, John McRae, Paul Bennett HMRC. www.ifa.org.uk. Overview of HMRC’s Digital Exemplars IFA Conference – Birmingham 17 October 2013 Julian Hatt. 3. The drivers to act.
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It drives revenue –digital by default services will allow us better to target interventions and manage risk on a transaction by transaction basis
Shifting more contact to digital channels contributes significantly to each of HMRC’s strategic objectives.
It’s cheaper – self serve allows us to theoretically shift to a ‘frictionless’ relationship, or at least towards cheaper channels.
It’s better for customers – a true digital interaction is quicker, easier, and comparable with external experiences.
Allows us to quickly target and segment – broadens our ability to deliver services by segment & influence behaviours (“nudge”)
Focus is on user needs rather than traditional requirements
Delivery is iterative (start small and grow) rather than agreeing all the detail upfront
Regular user testing throughout to inform development and design
Ongoing improvement and iteration of the service
Delivered via more flexible design/delivery process – ‘Agile’
HMRC is committed to delivering digital services that are so good that they will be our customers’ first choice for interacting with us
but we know they want to be able to do more (e.g. send/receive information) digitally…
and that some of the digital services we provide (e.g. webinars, tools, etc..) can be hard to find…
so we are still some way from providing the fully joined-up, integrated experience for SMEs that would allow us to have a wholly digital relationship with them
Why are we doing something?
A new service for business customers that makes dealing with HMRC quicker and easier
Personalised and tailored to individual business needs
Provides all interactions with HMRC (transactions, information, advice) in one place
Designed with business customers to be as easy as possible to use
A win-win … Compliant SMEs want to comply with their tax obligations with the minimum possible effort and feel confident they’ve done it right.
HMRC wants to deliver this (for compliant SMEs) via digital channels wherever possible in order provide a quality customer experience whilst reducing costs and errors.
Can see an overview of their HMRC “account”…
Via their personalised homepage small business users …
Can access all the help they need via links to…
…with links straight to action they need to take…
…and interactive tools taking them straight to the relevant information for them
…help finding the right payment plan…
Can get the answers to their questions quickly and easily
…and a personalised tax calendar with digital alerts
…as well as receiving tailored outbound communications from HMRC
Can get direct access to all the online transactions relevant to them…
…and receiving relevantkey messages from HMRC (and potentially other Government Departments) direct to their homepage
…without having to wade through content that isn’t relevant to them
We will be trialling a small-scale private ‘Beta’, which is integrated with our back-end systems, to conduct live user testing with a cross-section of SMEs – we are keen for agents to be included, as SMEs in their own right
When we have refined and expanded the service in light of user feedback and usage data from the Beta trial (and ongoing user testing and research) we will make it accessible to all SMEs as the place they go to transact with HMRC
Continuous process of development and enhancement of the service
The first online service for 41 million individuals within PAYE
60 million calls, annually, to HMRC’s contact centres
4-5m of these are to query tax code
16% of these relate to car/van, fuel and medical benefits
Costing customers £5 per call and HMRC £6 per call (longer calls)
A Private Beta will start with changes to car/van benefits and bank interest
Shift balance of the relationship away from employers and on to HMRC
Currently forecasting that PAYE calls will reduce by 1.7m [12%]
Income tax on employment income
Income tax on self employment income
Capital gains tax
Student loan repayments
Tax reliefs and allowances
Self Assessment is a mechanism that covers a diverse range of areas;
The SA customer base is equally diverse including self employed, pensioners, trustees, partnerships, those with multiple employments, those with foreign income, minsters of religion and Lloyds Underwriters.
Each of these can be represented by an agent. They can also file and interact with HMRC through a variety of channels – online, telephone, post.
Self Assessment is one of our flagship online services.
80% of our customers choose to file online.
However, only around 25% of the customer journey takes place online.
We send customers letters at every stage of the process.
Despite filing with us online, we use paper to tell our customers about the outcome of their filing.
This is confusing and drives low-value contact at our contact centres.
600k calls asking about repayments.
183k letters asking about letters.
A lower cost Self Assessment system
A complete, better digital experience
Making it easier to understand