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The joint initiative to improve HMRC service delivery has published an update of the progress of its first set of objectives.
An email pilot began on schedule with the participation of 15 agents, and is now being expanded to a wider group of 200. Initial reactions have been 'very positive'.
A number of initiatives are in progress to identify and develop more effective communication of Revenue changes and initiatives with front-line agents. They include a 'straightforward' guide to contacting the department, strengthening the agent account manager programme, and the exploration and development of new online interactive channels.
An end-to-end study of bulk mail processes is underway; key letters with deadlines have been reviewed to allow extra time. An example is the self-assessment appeals notices, which were reworded to make sure recipients had a minimum of 30 days to respond.
In addition, a new PO box number for local compliance has been set up, and a new debt-management pilot is to be launched soon. Post-processing and response times will continue to be key areas of focus for the initiative.
A review of the end-to-end processing of forms 64-8 is taking place, covering the types of form used in agents’ offices, through to where the documents are sent and how quickly they reach the correct destination for processing.
HMRC are now looking at re-engineering some processes and at the potential for scanning inbound 64-8s, with a pilot scheduled for the autumn.
Turning to incoming post, action is being to taken to try to channel post more effectively, and an online tool is being created to enable agents to ascertain expected response times.
