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Revenue updates its digital strategy

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6th Oct 2014
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The Revenue has set out a "refreshed and updated" version of its digital strategy, including plans for the year ahead.

HMRC has trialled various services this year, and has already launched both PAYE for Employees and Digital Self Assessment. But in its newest publication, it sets out plans for future digital development, including help for those who are 'digitally excluded'. 

It has been implementing and testing elements of its 2013 digital strategy and has outlined in a refreshed document for 2014 what it plans to do concerning various actions.

According to the report, it envisions the future post-2018 as customers interacting with HMRC digitally predominantly, in addition to: 

  • Direct intervention only when there is a great need
  • Analysing and collecting data over short periods (hourly or daily) enabling real-time action to change
  • Use of digital tools means faster response to issues such as tax risks
  • Having an in-house team of digital specialists and ensuring staff are knowledgeable of the latest digital developments
  • Customer feedback collected continuously meaning HMRC can respond to issues and implement changes immediately 

In addition it outlined plans for its multi-channel digital tax platform it's currently building, to link old and new systems. This will include features such as an identity authentication process, a platform on which new services can operate and a new CRM to manage and record customer interaction.

Features of the digital tax account including being able to see all tax statements in one place, view and change tax codes, link accounts with an authorised partner/family, notify HMRC about a change of circumstance and to have returns pre-filled with existing information.

The Revenue said that the account would provide users with a secure mailbox for two-way communication with them. It's still looking into other ways of communicating with customers, for example, via a webchat or social media. However it said emails wouldn't be used for direct communications, only to let people know they've got a new message in their account inbox.

In the updated strategy, HMRC recognised the need for help and support for those who can't access digital services. It said a lot of people are without sufficient IT skills, internet services and that there are also those who are disabled, cannot access the internet due to their religious beliefs or lack the skills and confidence to get on the net. 

Because of this it has outlined plans for digital inclusion and assisted digital strategies, including providing specialist help and support. 

For more on HMRC's digital strategy, see:

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