5 June 2013
HMRC has published an update on their progress as a result of the Joint Initiative on HMRC Service Delivery.
The May 2013 update reports on progress on the Joint Initiative on HMRC Service Delivery, which is monitored by the Joint Initiative Steering Group and chaired by Lin Homer, HMRC Chief Executive, who said “I’m really pleased with the improvements we’re putting in train through working in partnership with representatives from professional bodies and charitable organisations on this joint initiative. We’ve collectively resolved some important practical issues and both agents and HMRC staff have benefited from hearing, first hand, about each other’s experiences during visits and workshops.” Improvements to the P35 end-of-year return process for 2011-12 and 2012- 13, with the aim of increasing the number of returns filed on time and reducing the number (and size) of penalties issued. The improvements include, an extra reminder, a significant reduction in the time to issue letters to employers to tell them that their returns were late and potentially subject to penalties along with better on-screen messages when using HMRC's online services. Publication of HMRC Contact Centre performance statistics (figures for two complete quarters have now been published). An additional £34 million investment in Contact Centres, which (combined with an increase in more flexible deployment of staff to meet customer demand) has significantly improved performance. HMRC has also agreed to move to 03XX telephone numbers by the end of September 2013, which will mean cheaper calls for most of our customers (although HMRC advises people to check this with their telephone service providers). An email pilot to test the appetite and scope for wider email and electronic communication with HMRC. Agreed improvements to debt management processes (to be implemented from late summer/early autumn 2013). The planned improvements include, a dedicated ‘hotline’ specifically for agents to use only when there's a Field Force Collector at a client’s premises and new technology for HMRC’s field force so that officers on debt collection calls have up to date information. The report can be read in full at the HMRC website, however some of the reported progress to date includes:
Reassuringly attention is also turning to getting things right first time and to the quality of HMRC’s responses to customers’ queries.
P35 INTERIM PENALTY LETTERS
12 June 2013
HMRC has reported that they are aware of an issue affecting some employers who have recently received an interim penalty letter as a result of HMRC not receiving a P35.
The report confirms that HMRC are aware that a small proportion of employers - using products from one software provider - have been sent penalty warning notices from HMRC because they have not submitted their P35 Employer Annual Return by 19 May 2013 for the year 2012-13.
This issue impacts employers who:
• use the product of one particular software provider
CIPP Policy News Journal
16/04/2014, Page 288 of 519
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