A new initiative between relevant tax bodies and HM Revenue & Customs is being launched to resolve some of the issues with service delivery. According to the Low Incomes Tax Reform Group, a number of charities and tax bodies have a valuable contribution to make towards improvements of service delivery.
Earlier in the year, the chairman of HMRC, Mike Clasper was advised by the House of Commons Treasury Committee to collaborate with various tax bodies and charitable organisations in order to make necessary improvements to the way services are delivered to customers. A joint statement released by the tax bodies and HMRC stated that improvements would be made on a very tight schedule, starting with post receipts and processing.
To gain an understanding of how service delivery affects customers, HMRC will spend time with tax bodies in their environment. Front line staff at HMRC will invite representatives from relevant tax bodies to view different processes from a customer’s point of view, and recommend possible improvements.
The initiative comes after HMRC were warned by the Treasury Committee that voluntary compliance could be jeopardised if communication continued to be time consuming, expensive and complex. Mike Clasper said:
“We need to get a better understanding of the experiences of our customers and stakeholders and of their experiences in resolving tax issues. Working with agent colleagues inside and outside HMRC will provide that knowledge and lead to better services for all of our customers.”
Tax agents and HMRC are committed to improving processes for customers, encouraging voluntary compliance.
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