COMPLIANCE
Working together to help small businesses get their tax right Marc Gill, director, individuals and small business compliance Dame Theresa Graham, Admin Burden Advisory Board (ABAB) Marc and Theresa asked what barriers small businesses have when interacting with HMRC, in areas such as compliance, understanding and seeking assistance. The obvious things were mentioned, such as the importance of guidance, how easy (or hard) it is to find that guidance online and the frustrations with getting through to a customer service operative. The HMRC representatives present were furiously scribbling notes as the discussion progressed. One stakeholder present said, “Small businesses are not big businesses, only small.” This was the key line that Marc took away from the session. How can HMRC cater to smaller businesses in a way that makes sense for them? One-size-fits-all policy is destined to be ineffectual for some groups, and in a tax system that has millions of small businesses as a key part of it, catering to these companies and individuals is imperative. Dame Theresa stressed the importance of the ABAB in being a ‘critical friend’ to HMRC. Ensuring HMRC sticks to its Charter, reduces administrative processes where possible and streamlines things for small businesses. ABAB releases reports, evaluating HMRC against the targets and objectives set out, and they are available here: http://ow.ly/Hq9Z50NkntP. How can HMRC and intermediaries collaborate to create a healthy tax system? Rob Jones, director, intermediaries Valerie Boggs, CEO of TaxAid and Tax Help for Older People Rob and Valerie facilitated this interactive session, where they discussed and recognised that HMRC sits at the heart of a complex and diverse landscape, between intermediaries and third parties, covering all aspects of tax across the UK economy. They shared details on the progress made to date in 2022/23, all of which aligns to building HMRC’s strategic narrative: l tackling avoidance promoters l HMRC’s review of powers to uphold its standard for agents l agent standard refresh and new policy statement – raising awareness l customs system call for evidence l protecting customers claiming tax repayments l umbrella company guidance. The session ended with HMRC confirming it wants to work collaboratively with its customers; shaping services; raising standards and identifying risks and opportunities.
Short term solutions to customer challenges in the tax system Richard Hawthorn, director, operational excellence support services Richard Wild, head of tax technical, Chartered Institute of Taxation
Wrap up session The day ended with a wrap up session, in which each of the HMRC directors running the workshops shared insights on the day’s discussion. Some key points raised were: l tax simplification l simplify early, not after the event l digitalise after simplifying l must be end-to-end Richard Hawthorn opened this session with thanks to all delegates who chose to attend this workshop. Richard and his peers facilitated table discussions where we drew on the collective knowledge of our customers, and by using the concept of ‘marginal gains’, we discussed what HMRC could to do improve its customers’ experience of the tax system. We were asked to consider suggestions for what HMRC could do, what agents and intermediaries could do and finally, what we could do together. Some of the suggestions put forward from the groups were to: l get the simple things right. For example, providing reference numbers on correspondence, so agents and intermediaries know which customer the correspondence refers to l provide guidance for ‘tax specialists’ and ‘tax users’ l provide requirements for using online forms, so customers can get the information needed prior to completion l provide ‘how to’ guides to assist in the uptake of online services.
l open communication l targeting the pain points in the customer life cycle l customer service levels l ease of finding guidance l looking ahead to see what may be coming on the horizon.
l the importance of good, simple, clear guidance l transparency with HMRC aims and processes
Links corner l the CIPP’s consultation response to ‘ Raising standards in tax advice: protecting customers claiming tax repayments ’: http://ow.ly/ W9X250Nf9sJ l HMRC stakeholder conference 2023 YouTube recording of the opening speeches from HMRC’s first permanent secretary and CEO, Jim Harra, and deputy chief executive and second permanent secretary, Angela MacDonald: http://ow.ly/eWBa50Nf9vm l Standards for agents: http://ow.ly/nI1I50Nko31. It was clear from the day that tax simplification is now a core part of HMRC’s onward processes. Stakeholders are concerned this may be a short-lived priority, so HMRC must now show its full commitment to simplification and fully embed its principles in standard working practices.
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| Professional in Payroll, Pensions and Reward |
Issue 89 | April 2023
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