This is an extract from HMRC’s latest publication “Agent Update 60”
"Customer Journeys - a fresh approach
As part of HMRC’s commitment to improving customer experience and interactions with HMRC, we are taking a fresh approach and are pioneering some high level journeys, putting the customer at the heart of what we do.
One of the first priorities has been to start development of a Paid Agent Journey. Toni Clark, who leads on the customer journey work, attended the March Virtual Communications Group (VCG) meeting to discuss the planned agent journey with the PBs. Building on the insight HMRC already hold and to further understand the existing pain points from the agent perspective and the impacts they have on this journey, a co-creation event was held in March with members of representative bodies sourced through the VCG.
The representative bodies who joined the event could see the value in the customer journey work - here are a couple of quotes from the attendees:
“As a practitioner I am pleased to see you are carrying out this exercise as it will not only assist HMRC in focussing on stress points but also assist us in dealing with our clients in an efficient manner”.
“I believe it is imperative that HMRC hold customer journey meetings such as the one you ran especially with the agent community”.
During the co-creation event, opportunities to improve the journey were identified and captured. Feedback from the event allowed HMRC to create a visual representation of the experiences that agents shared, which fed into the Agent Journey sprint with internal stakeholders, representing the voice of the agent.
The voice of the agent is integral to the agent journey work. HMRC are committed to working with agents to improve their experience and interactions with them and will continue to communicate this work. HMRC are planning to test the outcomes from the Agent Journey sprint in due course. If you or your members would like to volunteer to take part in assisting with this, or be part of future Agent Journeys, please send your name, email address, details of how you would like to be involved and PB (if you would like to be involved and PB (if you belong to one) to Agent Engagement Mailbox."
If you can understand it, should we register to get involved?