No. We will take a collaborative approach to exploring how we might use digital tools to improve local Working Together arrangements.
We want to begin a conversation with agents at national and local level to, for example, pilot the use of closed LinkedIn groups, email and webinars. We would like to move the majority of our engagement to digital interactions but we want to discuss our proposals with agents before introducing any changes. How is HMRC going to work with agents to develop these new digital tools? During the coming days and weeks our Working Together team will be talking to local groups and representatives about taking this work forward and testing new digital approaches. We will also discuss our plans with representatives of the professional bodies, through the Joint Initiative Steering Group, the Virtual Communications Group and the Agent Strategy Group. Why is HMRC doing this now? We need to develop digital solutions that agents are comfortable using in advance of the introduction of more online services for agents (through Agent Online Self Serve). Digital solutions are likely to play a significant part in supporting agents during the rollout of AOSS and we want to ensure that agents have some experience of using digital assistance – and an opportunity to influence its development - well in advance of AOSS. HMRC has some experience of providing good digital support to the introduction of new online services. For example, between February and April 2013 over 73,000 employers used HMRC’s digital support for help and advice about the introduction of Real Time Information (RTI). Will agents still be able to raise an issue through Working Together? For now agents should continue to raise any issues through the current routes – local Working Together or by using the Agent Account Manager (AAM) issues resolution service . About 10,600 agents are registered for the AAM service and the team deals with over 3000 issues each year. We aim to expand this service so that more agents are able to benefit from it. We will be reviewing our processes but we will ensure that agents still have a route into HMRC to get their issues resolved. We also think that we can use digital methods to provide quick, up-to-date progress reports on issues and quickly obtain agents’ feedback. Will there be any face-to-face local Working Together meetings? We will use our existing face-to-face arrangements and organisation to work with agents to develop new digital approaches for engagement. As we collaboratively design successful new ways of working we would like to introduce these across the UK. This approach does not mean that we will withdraw from face-to-face local meetings completely but our aim is to work with agents on the introduction of a good digital support service that will reduce the need for face-to-face engagement and save time (including agents' non chargeable time) for all of us. We also think that, through digital solutions, we'll be able to achieve our aim of exchanging information with and reaching a greater number of agents. What about Working Together Co-Ordinators? What’s their role going forwards? We plan to bring our Agent Account Manager and traditional Working Together Co-ordinator roles closer together - based in fewer locations but still providing coverage across the UK. This will mean that there may be some changes to the personnel involved in this work over the coming months. We will however work closely with agents, WT Co-ordinators and AAM’s to ensure a smooth handover where we introduce new contacts and new ways of working.
The Digital Agenda – Background
The Government’s Digital Strategy
CIPP Policy News Journal
08/04/2015, Page 498 of 521
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