CIPP future of payroll research report 2019


In the last 12 months, has the volume of enquiries increased, decreased or remained the same? No surprises that 26.5% of the respondents said that it had increased, 58.25% stated that it had remained the same. The first assumption that could have come to mind would have been the connection to GDPR and maybe gender pay. However, linking this to another question that was asked in the survey gives a different and historically unchanging view i.e. nothing has really changed and it’s just more of the same:

26.5 %

of respondents saw an increase in the volume of enquiries

What are the most common types of enquiry into the payroll department? It’s amazing what a great job payrollers do day-in and day-out. They demonstrate their skill in fielding queries and providing the answers to the question across the spectrum of different topics. This is backed by over 99.25% of the respondents saying that they could either always answer or most of the time answer the questions that came in.

Seeing ‘tax code queries’ ( 81.66% ) as the highest item is no surprise but, what else should be done to tackle this problem? What information is being put out by the payroll teams to employees to help them understand and what is HMRC doing to recognise that this is an reoccurring issue that is not going away? The number of tax code queries could potentially reduce if HMRC enabled employers to intervene on their employees’ behalf. Also, how much time is being spent in this area by payroll teams and imagine what you could do with that time if you had it back? By having a case management system, you could track this and see how interventions made would reduce the number of enquiries that payroll teams’ field. In addition, think of the other amazing data you can get to influence your strategic plans for x, y and z. The next choice was ‘Pension queries’ ( 62.06% ). This is interesting, but probably hardly surprising given that respondents stated that automatic enrolment was one of the key issues facing the payroll department currently. The third place choice was ‘new starters’ (49.5%) and this is probably a combination of multiple queries in relation to new employees being paid for the first time and the impact of receiving information from multiple sources which could be conflicting, or potentially be incorrect. One thing to consider here is what information is given to new employees in their onboarding/induction packs; also, if this doesn’t exist then is it time to create one? Is there a frequently asked questions document provided for example and are new employees aware of what they need to do etc?


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