HMRC claims it is on target to meet its objectives to provide a better service and has made a Joint Understanding Agents Project statement outlining its progress in this area.
In a mutual understanding exercise, HMRC officials spent time with accountants to understand service delivery from their side of the fence, whilst practitioners and charities examined HMRC's post-handling processes, the way in which bereavement cases were processed and PAYE coding matters.
Last September objectives were set for 3, 6 and 9 month intervals and the Treasury Select Committee suggested that HMRC should work with professional bodies, tax charities and businesses to improve the experience of dealing with the Revenue.
HMRC say that they are currently on course with all its recommended improvements and up to 31st March had:
- Provided clearer P35 guidance to employers;
- Initiated an e-mail pilot to 15 advisors, to be expanded to 200, and that feedback has been positive;
- Set up a single point of contact for self-assessment and PAYE aspects of bereavement cases in Cardiff;
- Commenced with online measures with a view to better communication of HMRC changes;
- Embarked on a study of bulk mail processes and deadlines;
- Made improvements to the processing of form 64-8; and
- Assembled and analysed feedback on HMRC telephone services
The next 6 and 9 month improvement targets are:
- Ensure that incoming post is channelled more effectively;
- Improve the exchange of information on pensions between HMRC and the Department for Works and Pensions;
- Options for faster repayments; and
- Establish an online tool to enable agents to gauge expected response times.
Leave a Reply