The Chartered Institute of Payroll Professionals
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We are also: • exploring the introduction of a webchat facility to the ADL — this is in its early stages and we will keep you updated on progress
• working on further iterative changes on the ADL to improve the efficiency of the service
• continuing to improve and enhance our digital services for agents such as income record viewer, agent dashboard and the check when you can expect a reply from HMRC tool, so more agents have confidence in using them as an alternative to calling us.
What this means for you
From 2 October, you may wait slightly longer than normal to speak to an adviser on the ADL, especially at peak times. The introduction of information on call waiting times will help you to decide whether to call back later if the wait times are lengthy, or even try out digital options like ‘check when you can expect a reply from HMRC’, which we will continue to promote in our hold messaging. Depending on the nature of your query, your call may be rerouted. For example, if you have a PAYE query, you may be passed onto a PAYE adviser. These advisers will only deal with PAYE, so you may be asked to call the ADL back if you have queries on other subjects, like Self Assessment for example.
Our commitment to supporting you
These changes are being made as part of the commitments set out in the HMRC Charter to support agents and their businesses, recognising the value tax agents bring to the tax administration system. We are also committed to our ongoing engagement with a range of stakeholders including the professional bodies who represent agents, as we work to improve our agent dedicated services. ”
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HMRC contact preference research Published: 28 September 2023 Emailed: 4 October 2023
HM Revenue and Customs (HMRC) commissioned some external research to find out the contact preferences and digital appetite of its customers. The results have been published for you to view . The research covered: • preferences for methods when contacting HMRC • reasons for not using HMRC digital services and potential levers for encouraging take up • what customers want from a digital interaction with HMRC • awareness of HMRC’s contact channels, including its digital services • the proportion and composition of individual customers who cannot interact digitally, or need help to do so.
Some key learnings from the research:
• online channels are preferred for simple tasks • offline channels are preferred for more complex tasks, this is due to customers wanting assurance tasks have been completed correctly • customers feel they would be more likely to engage with HMRC online if services were easier to use and understand, and if HMRC could provide prompt and personalised reassurances online • the majority (86%) of respondents are open to engaging digitally with HMRC • almost a fifth of customers are not aware of HMRC’s digital avenues • unsurprisingly, the less digitally capable were much less likely to use digital or self-serve channels and older customers are more likely to have lower levels of digital capability • There is still a high demand for offline, non-digital channels of communication.
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