HMRC trials agent service dashboard
A new tax agent dashboard presenting current service levels for post and online requests is being tested by HMRC.
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Can someone just tell HMRC to stop all changes until MTD ITSA has been successfully tested
Not sure how truly useful that is (although it's a major psychological step for HMRC in moving away from the default 'avoidance of blame' culture that permeates their thinking).
Now if each area was accompanied by a synopsis (and links to more details) of the practical impacts of these delays ... ability to offset / delays in issuing of penalties or calculating interest / etc ... then that would really be useful (as a point of reference both for untrained HMRC staff and for clients)!
BTW all the examples are about claims/repayments ... are these the only areas to be displayed?
This should hopefully enable agents to better manage client expectations and save on chasing time. We have already received positive feedback from members who have used the dashboard to evidence to clients the likely timescale for processing
Or, here's a novel idea, how about HMRC get their act together and do their job in a reasonable time frame so that expectations don't have to be managed.
Quite any rational business would not have months and months of delays requiring customer to constant contact points and complaints to get anything done.
The whole system being designed ought to be redundant if HMRC were on time, which paradoxically they might be IF and only if we didn't have to contact them multiple times to get anything done.
Moreover if agents could rely on the simple act of our letters and calls being certain to be acted on, or a "no action" response received, we would know if to recontact HMRC or not, but instead enquires are left for months and then just tipped in the bin from what I can work out. Agents don't know where they are, end up following up time and time again. This system of course gives a minor help, but why not just be public data available to anyone to see? Why it is agent specific?
Then we end up looking like idiots in our clients eyes as they think we haven't done our job.
I would get the whole lot of them back in the office now where they can be marginally better managed and hopefully marginally more efficient.
Organisations today spend a lot of effort skirting around a problem and inventing stuff to tell everyone what they are not doing about the actual problem.
The problem: not answering the phone, lacking knowledge when the phone answered, losing online registrations in a black hole......
Where do we find this dashboard please? Can't obviously find within our agent account and the ubiquitous google search is no help, nor is one on .gov.uk Thanks in advance.
Thanks for that ... now I no longer have to guess (based on that one screen-grab) at what it covers - and am pleased to see a slightly wider selection.
But what about anything to do with CGT or PAYE or Pensions ... or even, dare I say it, MTD?
It all seems typically rushed and half-baked, which is OK for HMRC but not for us.
Don't tell me its another registration, reference number and password.
Have two already, one for MTD (VAT only which is next to useless) and the old one that tells me real info (sort of)
In MS I have one login and pw and can access everything (with biometric logins/authentication) office365, my account, Azure etc. So much easier.
Well, I seem to have 3 separate logins and passwords - as you say, one login and password does everything on MS. Personally I can't see much good in the dashboard and think time would be better spent getting the phones and letters answered. I wouldn't mind an answer to my letter of July 2021.
Well, I seem to have 3 separate logins and passwords - as you say, one login and password does everything on MS. Personally I can't see much good in the dashboard and think time would be better spent getting the phones and letters answered. I wouldn't mind an answer to my letter of July 2021.
Presumably this three month 'Dashboard' trial is aligned to the three month 'Pausing' announced by HMRC just before Xmas.
Looks like Tom on Dashboard , Dick on Pausing and Harrah on Full Speed Behind.
How HMRC can think that the Dashboard is the answer to their prayers beggars belief. The processing times revealed are a National disgrace and Jim Harra and Myrtle should be held to account.
The Option to Tax delays were pulled off the list when it became obvious that the true position was being concealed.
HMRC has become a dystopian nightmare. Comments on a postcard please.