The Chartered Institute of Payroll Professionals
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• reviews progress against the recommendations set out in the 2021/22 report and the areas of focus for the forthcoming year.
It has been reported that in 2022/23, 15.9 million customers used their online personal tax account and 2.3 million customers used the HMRC mobile app, a total of 56.5 million times. The feedback showed that over 82% are satisfied with their experience of HMRC’s digital channels. On the other hand, customer experience of HMRC’s telephony channels, resulted in 54% of customers satisfied with the experience they received.
Jim Harra, HMRC First Permanent Secretary and Chief Executive, said:
‘‘To meet our standards within our reducing departmental budget, we need to enable and encourage more customers to use our online services – that will both create a better customer experience for them and reduce demand for our phone and post services, freeing up our advisers to help those who need to speak or write to us. The key to doing this is through more and better online services which enable many more customers to resolve their issues quickly and easily. In 2023, we’ll further improve the digital experience for our customers by introducing a new, single online account designed around customer tasks and needs, as well as enhancing the HMRC mobile app. From May 2023, Child Benefit customers are able to complete their claim fully online for the first time ever – and we’re adding more digital features all the time, including making it easier for customers to change their personal details or find their National Insurance Number.’’
Juliette Scott, HMRC Non-Executive Director, said:
‘‘Recognising the customer service and economic challenges that HMRC will continue to face during 2023 to 2024, the Committee has agreed with the HMRC Board that it will continue to support and challenge HMRC with its digital transformation. The Committee will focus on HMRC’s design and delivery of a single online customer account, ensuring it improves the end-to-end customer experience of HMRC and is exploited to its maximum benefit across the department. In addition, the Committee will ensure this digital transformation is underpinned by: • a customer experience dashboard that provides multi-channel customer insight, providing a holistic picture of customer experience at an aggregate level • improved customer communications and guidance to ensure customers choose to use HMRC’s digital services • embedding of the Charter standards into all of HMRC’s decision making.
The Committee will also support the HMRC Board in other deep dives related to customer experience improvement.’’
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HMRC: o ptimisation progress-chasing self-serve app Published: 1 August 2023 Emailed: 2 August 2023
HM Revenue and Customs (HMRC) has published the ‘ Contact Engagement Programme: Optimisation progress- chasing self-serve app - screening equality impact assessment ’, outlining HMRC’s initial equality impact assessment .
HMRC screens all policy changes for equality impacts on groups sharing protected characteristics, and to identify any appropriate mitigations, as required. This is in line with HMRC’s commitments to the Equality Act 2010, Public Sector Equality Duty (section 149 of the Equality Act) and Northern Ireland Equality Scheme commitments, to publish impact assessments. It has been reported that following the recent HMRC telephony migration, the Chief Digital Information Office (CDIO) considered other optimisation opportunities to improve customer experience and reduce resource demand. The progress-chasing process will ask the customer to input the date they submitted their query/request using their telephone keypads after which a voice message will inform the customer when to expect a reply. If the customer agrees, they will also be sent a Secure Messaging Service (SMS) which will include the date. Advice will also be provided about checking GOV.UK - ‘ check when you can expect a reply from HMRC ’. The customer will also be asked to check their Personal Tax Account (PTA) for when to expect a reply. Moreover, the opportunity to speak to an adviser will also be made clear during the call.
The customer groups affected are:
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