What improvements would you like to see from HMRC

Pennywise

dori2o, I applaud your clear enthusiasm and interest and sincerely hope that your efforts bear fruit. But I also hope that you try to pass on the message that it's not just SA/PAYE individual taxpayer direct contact, which is your own direct experience, that needs improving on it's own. I appreciate that you won't necessarily have much knowledge of what happens in other departments such as employers PAYE and CIS, CT and VAT, but you won't achieve much if you don't also consider the interaction of different HMRC departments between themselves and taxpayers/businesses.

It's an absolute minefield for the uninitiated to try to register a business for tax. Conflicting "advice" is rife. Everyone within HMRC involved in direct communication with someone in business needs to have at least a basic understanding of the other taxes/registrations involved to give proper "cross platform" advice. Eg if someone phones up asking about registering a new business start up, would the person on the phone know enough about VAT, PAYE, limited companies, etc to give the right advice, rather than just limiting themselves to their direct area of involvement such as SA? I ask this because of the sheer number of people I've come across who've set up their own limited company but have been told by HMRC helpline that they need to register as "self employed" and thus end up with s/e national insurance being paid and putting their business accounts on the s/e pages of a personal SA return!

Standardisation across all departments is also essential.

I've just set up a new accountancy practice and had to register as an agent. For some taxes, I can apply via a structured email, but for other taxes, I have to write in. Why the difference?

When I get a new client and apply for agent authorisation, I can send a single 64-8 with boxes ticked for multiple types of tax, but when I apply online for authorisation, I have to do it separately for each tax, the structured email requiring different core data for each application. Then the client gets a different letter in the post with a separate authorisation code for each tax, often on different days. How much time could be saved if there was likewise a single online application with tick boxes for all taxes, which resulted in a single letter to the client with a single authorisation code for all the taxes applied for.

No to mention the different "acceptance" between HMRC depts of online authorisation. Some depts accept an online authorisation in force to talk to the agent, but other depts won't accept an online authorisation and insist on a paper 64-8. So, accountants typically do it both ways, meaning HMRC workload is effectively doubled because different people are doing slightly different things to the same end result. Crazy!

As an agent, I can change a client address via our agent GG account for SA, CT and PAYE, but can't do it for VAT. Why?

dori2o

Pennywise wrote: »

I don't think anyone is suggesting random emails to/from HMRC from anonymous/unproven email accounts. I was certainly talking along the lines of structured emails and "emails" or equivalent electronic messages sent via the Govt Gateway account. I.e. log into your GG account and send a free-form email, which HMRC would reply back to your "inbox" in your GG account, perhaps with an email notification that there was a new message. Just like the banks. You're quite right there, no-one thinks normal email is acceptable for giving your bank instructions or receiving statements, but it is now standard practice to use an equivalent "in box" within a secure website/portal to send/receive messages and to use the same portal to make instructions, such as pay a bill or make a transfer. No reason at all why the GG portal can't be expanded to deal with a lot more.

Until HMRC embrace e-communication, they'll always be fighting against the tide of people phoning in. These people often don't even need to phone in if there were other channels of communication. It's like re-arranging the deckchairs on the Titanic if HMRC are concentrating on handling and dealing with incoming calls, rather than actually doing a more worthwhile task of reducing the reasons why people have to call in the first place.

Yes, some people don't have a GG account and may want to phone or write to HMRC for other reasons (such as some elderly, some disabled, etc), but a lot of people DO have GG account and that needs to be more fully exploited as THE prime medium of communication for those people who are willing and able to use it.

I'll take it forward but my only concern is that the GG system won't last forever once the new My Tax Account service is up and running, and as I explained the issue of emails, contact between hmrc and the customer (both ways) will be done via the new system. It's similar to the service which is already available which allows you to amend your company car details online, you have to use the new Gov.verify service to verify your identity and then register your tax account. This is from where all online contact will be done in future, including submitting tax returns if needed and for those who are taken out of SA (as per the March 15 pre budget) who have very simple accounts, this is where they will decalre their income/expenses/profits etc and then pay the tax which is due at the point that their submission is made.

With this in mind I don't know how much they will invest into updating the GG when it's coming to the end of its shelf life, but I will take your concerns forward.

dori2o

Pennywise wrote: »

dori2o, I applaud your clear enthusiasm and interest and sincerely hope that your efforts bear fruit. But I also hope that you try to pass on the message that it's not just SA/PAYE individual taxpayer direct contact, which is your own direct experience, that needs improving on it's own. I appreciate that you won't necessarily have much knowledge of what happens in other departments such as employers PAYE and CIS, CT and VAT, but you won't achieve much if you don't also consider the interaction of different HMRC departments between themselves and taxpayers/businesses.

It's an absolute minefield for the uninitiated to try to register a business for tax. Conflicting "advice" is rife. Everyone within HMRC involved in direct communication with someone in business needs to have at least a basic understanding of the other taxes/registrations involved to give proper "cross platform" advice. Eg if someone phones up asking about registering a new business start up, would the person on the phone know enough about VAT, PAYE, limited companies, etc to give the right advice, rather than just limiting themselves to their direct area of involvement such as SA? I ask this because of the sheer number of people I've come across who've set up their own limited company but have been told by HMRC helpline that they need to register as "self employed" and thus end up with s/e national insurance being paid and putting their business accounts on the s/e pages of a personal SA return!

Standardisation across all departments is also essential.

I've just set up a new accountancy practice and had to register as an agent. For some taxes, I can apply via a structured email, but for other taxes, I have to write in. Why the difference?

When I get a new client and apply for agent authorisation, I can send a single 64-8 with boxes ticked for multiple types of tax, but when I apply online for authorisation, I have to do it separately for each tax, the structured email requiring different core data for each application. Then the client gets a different letter in the post with a separate authorisation code for each tax, often on different days. How much time could be saved if there was likewise a single online application with tick boxes for all taxes, which resulted in a single letter to the client with a single authorisation code for all the taxes applied for.

No to mention the different "acceptance" between HMRC depts of online authorisation. Some depts accept an online authorisation in force to talk to the agent, but other depts won't accept an online authorisation and insist on a paper 64-8. So, accountants typically do it both ways, meaning HMRC workload is effectively doubled because different people are doing slightly different things to the same end result. Crazy!

As an agent, I can change a client address via our agent GG account for SA, CT and PAYE, but can't do it for VAT. Why?

The trial will be spread to other parts of the business, but currently it is centred around Income tax/PAYE/SA.

This new way of working, the Customer Service Centre is due to go live throughout the whole of Manchester from April 2016 with the remaining sites following on gradually from then on. I can only assume that this will then be taken forward to other parts of the business to change their working practices also where needed.

Also, the previous project 'Once and Done' which has seen many changes brought to how the Contact Centre operates over the past 2 years, i.e. you will remember the introduction of HMRC staff on the phone being able to give pay and tax details over the phone, setting up new SA cases over the phone, giving employment history details over the phone, confirming the UTR number over the phone, removing customers from SA and cancelling SA returns/penalties over the phone. This 'Once and Done' project is now being expanded to Employers help line, Tax Credits, Corporation Tax and is expected to be moved to Customs in the near future, so there will be changes prior to the huge overhaul to come at a later date.

I can only really concentrate on the area I work in unfortunately and currently we have no way of providing suggestions/ideas for other parts of the business.

One idea I am toying with however is regarding CIS and in particular the records of CIS deductions. It used to be the case that HMRC could see the information regarding CIS and could print off CIS voucher details and send them to the customer where they had lost them. Now they have to write to Newry to get this information. I was going to suggest bringing back the old process and allow staff to issue these details where the customer has mislaid them/lost them/never received them/ and where they confirm they have contacted the contractor with no success and can provide the contractors details, for staff to be able to issue this information to the taxpayer.

I've also been toying with a suggestion around the registration process for CIS. If we can now take Self Employment registrations over the phone due to NIC 2 now being dealt with via Self Assessment rather than by the NI office, we should also be able to register these same people for CIS where it is applicable. Therefore cutting down on additional customer contact.

This would help in several ways, especially as we can now give customers the UTR over the phone (assuming they can answer additional security questions), not least that within 1 phone call the customer can have registered for S/employment, the SA record can be set up, the CIS registration can be completed, and the customer can have the UTR, meaning that there is less chance of the customer being charged a 30% CIS deduction due to the contractor being unable to verify them.

I wish I could do more regarding the issues you obviously have with other departments. But do keep suggestions coming in. If you have a particular problem one day with a call and you think it could be dealt with differently then let us know on here or via PM.

patanne

What I am about to say comes from a person who files a paper self assessment, in the 4 years I have been doing this I have never got around to doing it online. I would find it really helpful if when HMRC receive something, I could get an email saying 'we've got it'. Or a reminder email asking where it is or just reminding me that at some point I need to file it. Or an email saying we have made a change to your gateway account so go look at it. But I really don't think that my domestic email is anywhere near secure enough to have emails which show any of my personal 'stuff'.

dori2o

patanne wrote: »

What I am about to say comes a person who files a paper self assessment, in the 4 years I have been doing this I have never got around to doing it online. I would find it really helpful if when HMRC receive something, I could get an email saying 'we've got it'. Or a reminder email asking where it is or just reminding me that at some point I need to file it. Or an email saying we have made a change to your gateway account so go look at it. But I really don't think that my domestic email is anywhere near secure enough to have emails which show any of my personal 'stuff'.

Thanks.

What about text reminders? I know that they do (or did) these for some tax credit cases.

There would be no personal/private information included in the text, simply a reminder that told you the tax return was due and telling you what date the deadline is?

i..e if it was sent today:

This is HMRC. We do not seem to have received your Self Assessment tax return for the year ending 5 April 2015. The deadline for submitting your form online is 31 January 2016. The paper Deadline has now passed. If you have already sent us your paper tax return then please contact us for further advice. If you have submitted your form online then please check your online account to ensure you have completed the process completely, or contact the online services helpdesk with the submission reference number from the email we sent to you after you had submitted your tax return.

Maybe even a text to confirm receipt of a paper tax return?

I'll take the issue of email reminders forward but what about suggesting also text reminders/confirmations where you are willing to provide your mobile number?

patanne

Yes text would be just as good. I like email though because if it is something I need to do I change it back to unread until I have dealt with it. With a text I am quite likely to read it whilst out & about & then completely forget about it. That, of course is just personal to me, I know people who would probably prefer the text.

jem16

Email communication would be good but it needs to be secure messages as some banks do via internet banking logins.

I would like to see electronic transfers straight into the bank for PAYE refunds. Unless it's changed recently I was told this wasn't possible and they would simply send a cheque by post to the bank.

patanne

Yes I agree with that about refunds. I was POA for my mother and requested a cheque refund, unfortunately, instead of sending it to me they sent it to her care home, the home still haven't found it, so I am having to wait up to 10 weeks for a replacement. Direct to her account would have been so much easier. That was me not trusting the bank to get it right not a lack of trust of HMRC. I had read a couple of threads on here about the banks losing cheques.

laticsforlife

Can o' worms eh!

Improvements I'd like to see;
Scrap current PMR process
Scrap current use of Pacesetter for Pacesetter's sake
Stop eroding pensions (pay more in, work 7 years longer for it, and get less out)
Stop losing all the skilled staff due to 173 office closures
A pay rise at least once that's more than 1% (rather than none for 5 years then 1% for the next 5).

Oh, sorry you meant in terms of the customer - hang on, do all the above and the staff won't feel like they are undervalued and actually perform better for the customer, just a thought, radical!

chrismac1

One simple change - give agents view access to clients' VAT and PAYE accounts in the same way we can see SA and corporation tax. This will improve the quality of the data AND reduce call volumes.

In SA, for example, I have twice identified refunds posted to my clients' accounts which belonged to other people, who presumably would have been hassling HMRC about where the money had gone or maybe even in the clutches of Debt Management.

In the Brave New World, I can dash off e quick e-mail to let HMRC know and HMRC can quickly move the item off to the right account, job done.