COMPLIANCE
HMRC’s stakeholder
conference 2023
Mathew Akrigg ACIPP MAAT, policy and research officer, Samantha O’Sullivan MCIPPdip , policy lead and Vickie Graham DipM FCIM ACIPP, business development director , had the pleasure of attending HM Revenue and Custom’s (HMRC’s) stakeholder conference 2023 H MRC’s first permanent secretary and chief executive officer (CEO), Jim Harra, and deputy September 2022, more than a million customers called the helplines to discuss issues they could have found the solutions to online. We were told it’s “vital to reduce as facing other pressures as all other organisations have been, and still are, experiencing.
chief executive and second permanent secretary, Angela MacDonald, opened the conference, which saw over 200 of HMRCs stakeholders come together to hear about HMRC’s changes to the tax system, and digital future. During the opening speeches, the message was clear. HMRC wants to: l continue to involve stakeholders in the work it’s carrying out, and by doing so, make it the default way of doing business l develop its digital services, and will commit to working more closely with software developers to develop solutions l improve customer service levels. HMRC is committed to its Charter, and ‘getting things right’. The stakeholders in the room were advised that a shift towards digital is vital in how the tax system will operate in the future. Realistically, for HMRC to improve customer service levels, it needs even more customers using online services and self-serve. In
HMRC wishes to evolve alongside the changing expectations of its customers. Technology is revolutionising the way we live our lives, and the tax system needs to reflect that. Reducing the costs of running the tax system for taxpayers is a main objective. It was recognised that disruption is expected alongside change, not only to HMRC’s customers, but also to HMRC. The implementation of making tax digital (MTD) has been reducing errors when completing returns, making customers’ lives easier when it comes to managing their value added tax (VAT) affairs. Fewer mistakes mean it’s anticipated that, by 2026, an extra £22 billion will be delivered to help keep the country running, providing vital funding to support schools, hospitals and other services. The conference then delivered a number of workshops, which focussed in on specific topics. n
the need for customers to contact us, by simplifying customer journeys, by improving our guidance and removing the causes of unnecessary contact. That requires action to nudge customers into digital ways of dealing with HMRC”. An example was given around a digital solution which has already been implemented. Self-service time to pay online was recently introduced, and in January, over 95,000 customers used the service, meaning that same number of customers didn’t need to call debt management services, as they resolved their matters online. We were reminded HMRC has continued to deliver its core role, at the same time as delivering financial support schemes throughout the pandemic and creating cost-of-living payments to those who need them. All at the same time
Simplifying services: transforming tax for our customers Jo Rowland, director general, transformation
In this session, Jo explored the transformation strategy for HMRC’s future. An open session, following the questions, suggestions and comments from the audience, it explored the single tax account plans for the future. Multiple HMRC employees were present to discuss the ways these tools and services can be used by employers for the better. As a public body, dealing with the very important issue of the nation’s tax, HMRC is understandably rather risk averse. But in the age of rapid technological innovation, it must keep up. As much of the day’s focus was on HMRC’s newly added task of incorporating tax simplification, it was discussed how this fits in with using new technology. It was suggested that new policy be formulated around how it can be implemented with technology, rather than making it work as an afterthought. The CIPP also suggested that to take the aims of tax simplification seriously, it should become part of the HMRC Charter. This would give some accountability and assurance that these aims are at the front and centre of future policy decisions.
| Professional in Payroll, Pensions and Reward | April 2023 | Issue 89 24
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