The report shows that during the last year we’ve continued to make good progress in delivering services for customers. We achieved our best ever performance during 2013-14, exceeding tax and compliance revenues compared to the previous year, while continuing to improve customer service levels and make sustainable cost savings. At the same time we know there are aspects of our performance where we need to make improvements. We’re continually working with our customers on new ways of improving customer service, including SMS texts for our tax credits customers to remind them to renew and trialling a wide range of new digital services that will transform the way we serve our customers over the coming years. Quite rightly, our customers’ expectations are high and so it is important we check that the rights and obligations contained in the current Charter fully meet their needs. We are reviewing the Charter to see how we can improve our approach further.
HMRC research: Understanding Small and Medium Enterprises
11 November 2014
HMRC have published new research about Small and Medium Enterprises (SMEs), focussed on their customer journeys and their readiness to use digital services.
The new customer journey research was commissioned to help HMRC understand:
the key life events and activities that SMEs experience how these relate to tax what opportunities there are for the improvement of HM Revenue and Customs (HMRC) services by more closely aligning them to business lifecycles.
The activities and lifecycles examined include payroll as well as other business processes.
At the same time a separate research exercise looked at barriers to digital engagement by SMEs and ideas for increasing customer take up.
HMRC 2014-15 half yearly performance
21 November 2014
HMRC have issued a briefing explaining their performance in the first half of this financial year.
The briefing reports some notable successes and challenges during the period, such as tax credits renewals and introducing new digital ways of working.
The section of the report covering customer helplines may be of particular interest to the payroll community. This shows that HMRC increased the number of calls handled by 1.8% compared to the same point last year, to 74.5%. This is compared to just 48% of calls in 2010-2011. Customers are also reported to have benefited from better self-service options on the phone, with the introduction of voice recognition through Intelligent Telephone Automation (ITA), which drew mostly positive feedback from customers. Customers get the information they need automatically, or are routed to an adviser able to deal with their specific enquiry. So far this year the ITA service has handled 7.4 million calls.
CIPP Policy News Journal
08/04/2015, Page 203 of 521
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