Some of the findings are unlikely to surprise readers. For example the report tells us that “Employers feel they are often the first port of call when employees have questions or queries about tax.” However other answers could provide new insights, particularly perhaps in the realm of expenses and benefits.
HMRC Customer Survey results
10 September 2014
HMRC have issued two useful reports on customer perceptions of their service, a general report comparing results over the past six years and a more specific survey into views about their contact centres.
The first report provides summaries of the changing experience of customers, and the way in which their view of HMRC’s reputation has changed.
The separate survey into the performance of contact centres reveals some improvement over the previous year. The research also shows that the two key areas for improvement if these scores are to improve further are:
getting things right the first time, and ease of getting in touch.
HMRC digital strategy: 2014
30 September 2014
HMRC have issued a new digital strategy which they say “sets out a refreshed and comprehensive vision, reflecting our activities in the last year and our ambition for the next few years.”
In introducing the new strategy , HMRC say that:
Improving our services means changing how we think about compliance. By designing services that make it easy for customers to get things right, we will reduce customer error. Our digital services will give us better data and insight about risks to compliance. This will allow us to focus our compliance activity and expertise on those determined to dodge their responsibilities. Digital services will allow us to consult our customers on policy proposals and changes so that we can improve them. Every customer in the UK will have their own personalised digital tax account, so we can help make it simpler, quicker and easier to pay the right tax at the right time. This will have big implications for our staff, as well as our customers, involving changes to the types of job we will be doing and the skills we will need.
Do you know everything you need to about employing someone?
14 October 2014
HMRC are encouraging newer employers especially to use their video guidance to build their confidence in complying with payroll legislation.
HMRC’s message speaks for itself:
CIPP Policy News Journal
08/04/2015, Page 201 of 521
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