Disabled Customer Consultation Group. · Digital transformation will be centred on our multi-channel digital tax platform It will provide a secure, reliable, flexible and scalable

Disabled Customer Consultation Group.2nd April 2014

Protective marking – Protect Disabled Customer Consultation Group | 02/04/2013 | 2

Introduction.

Welcome to HMRC.

HMRC Disability Champion : Mark Dearnley.

Director Central Customer & Strategy : Julia Kinniburgh.

Deputy Director Customer Capability and Assurance : Anthea Watson.

Customer Equality team:

• Tony Verran.

• Jeff Cull.

• Janet Wilcock.

• Janet Davison.


Action Points from meeting on 17th October 2013.

Action Point Status

AP1 TV to explore setting up a

meeting with Mark Dearnley’s

office

Cleared by Tony Verran – Meeting held on 5/12/13

AP2 – TV to seek examples of

targeting life events from DWP.

DWP has been contacted by Jeff Cull.

AP3 – DK to explore opportunity to

flag/record special needs in

digital exemplars

Cleared by Dympna Kelly 26/03/14 - ‘Work is ongoing within HMRC

looking into how our customers in the future could have their special

needs flagged on our systems with the customer’s permission. The

Needs Enhanced Support model specifically is exploring how this

might be achieved and are working alongside colleagues in Digital

to work out the detail. There is a workshop this week to define how

this functionality might work for all our services and the outcomes

will be shared with external stakeholders already working with

HMRC on Needs Enhanced Support.’


Action Points from meeting on 17th October 2013 (cont).

AP4 – TV to follow up Jane

Hunt’s involvement in the CSL

learning package

Cleared by Martin Benson on 25/11/13

AP5 – Fiona Jones to provide

LH introductory video to DCCG

once available

Cleared by Martin Benson – Link issued by Janet Davison

12/11/13

AP6 – TV to ensure IVR update

paper was circulated to DCCG

members

Cleared by Janet Davison 11/12/13 - Update also issued at the

same time


Mark DearnleyChief Digital and Information Officer


Two hats, one aim!

Chief Digital and

Information Officer

HMRC

Disability Champion

Digital services

that meet the

needs of all our

customers

http://photo.hmrc.gov.uk/Media/PreviewMedia/10233





The size of the prize is to change from this…

240moutbound

letters

70minbound letters

73minbound calls

90mconsumer

transactions online

510mbusiness

transactions online

343mforms and guidance

£50mprint costs

(approximate)


HMRC becomes a fully

accessible digital business:

• providing tax accounts for

individuals

• providing tax accounts for

businesses

• offering both low volume and

high volume transactions

• creating a joined-up user

experience with one view of the

customer

to this….


Digital transformation will be centred on our multi-

channel digital tax platform

It will provide a secure, reliable, flexible and scalable

platform for HMRC’s new or enhanced digital

services

Enable services to be developed quickly and easily,

based on customer needs

Multi-channel digital tax platform vision


We’re starting with pilot exemplar services that include:

• PAYE Online for Employees

• Digital SA

• Tax credits online

These projects will give us a strong foundation

for the online tax account for both individuals and

businesses. But our Digital Roadmap over the

next two years goes well beyond these pilot

exemplars

Starting our digital journey



Beverley MartinDigital Strategy Lead


• GOV.UK – Simple and clear language

redesigned website

• Limit the need for paper / alternative formats

• Tax Credits - change of circumstances

• Faster responses to online queries

What this will mean for disabled customers


• Social media – advice and support

• Ability to use mobile devices and smart

phones

• Improvements in contact history

• Secure messaging so you can contact us

• Digitisation of our paper forms and post

What this will mean for disabled customers


• Assisted Digital service - for customers who need additional help

o Signposting

o New tools for online support

o Phone support

What support will we provide?


Derek Tilstone Project Director, Needs Enhanced Support


Purpose

Update you on HMRC’s new service for supporting our

customers who need extra help

Research undertaken

How we have secured the views and the issues

for disabled customers

Responses to insight from our customers

How the new service will look after being re-designed


NES – Time line 2012 - 2014

30/5/14

Move to new model and close ECs to customers

Jan 2014

Re- design approved

Dec 2012

Research to support design

12/2/14

Announcement on decision to introduce New Service

14/3/13

Consultation announced - 24/5/13

3/6/13

Pilot launched in North East – 31/12/13


External Organisation workshops

London - 4th June 2013

Representatives of deaf and hearing impaired groups.

Aim - to gather ideas for improvements and any comments on the

planned changes.

The outputs from this workshop have been used to inform

future service design changes.

Glasgow - 26 November 2013

Held for British Sign Language (BSL) users and their

representatives

Aim – to explore ways of expanding the proposed new service to

aid their access to the Department generally and the new service,

including initial access.


Redesign of the NES model – Recap of key insights

• Access issues – language, disability, cost

• Getting customers to the right service option quickly – understanding which type of cases are likely to need extra support and an appointment. But which are best dealt with at tier 1

• Customers need finality – quick resolution there and then, and being very clear about what will happen next to reduce uncertainty

• A range of venue option informed by local knowledge


A personalised, tailored telephone service providing support that is more helpful for many of these customers, including:-

• easy access to subject matter experts

• call back facilities at a time that suits the customer

• adviser ownership of the customer enquiry, to resolution

• 3/4-way calls with family/friends and subject matter experts -simplified and extended under “deemed consent” changes

• direct access to the tailored telephony service for customers who have been referred by VCS organisations – requesting a call back at a convenient time or a warm handover to the extra support telephone adviser


A more personalised, flexible face to face service, including:-

• a wider range of appointment times

• a range of specialist services and facilities, including:-

• induction loops

• crystal listening devices

• lip speakers

• Interpreters

• Sign Language interpreters

• Other specialist mitigation equipment (e.g. portable magnifiers, etc)


What improvements have we made?

Online access to an appointment - new form to request an appointment without the need to phone the Department. The form allows for detailing required access to a signer, lip reader, BSL translator, etc.

More work with representative groups to understand barriers and mitigations

Migrating existing customers to the new model

Targeted outreach to individuals and groups - This will positively address concerns raised around how specific community groups will find out about, and become engaged with the new service.

Staff training will develop skills in dealing with customer impairment needs, especially around communication and reasonable adjustments.


What improvements have we made? (Cont)

Deemed consent - makes it easier for someone to deal with us on another’s behalf. It also allows someone to make initial contact with the Department and arrange a call back or face to face meeting,

Get customers to the right adviser quickly, minimise hand offs, resolve the whole case there and then:Resolving straightforward queries at tier 1 Identifying some cases at tier 1 to go directly to F2FBring post from NES customers into the model More once and done for NES customers

Owning the query until resolutionA direct route to NES service for current NES customersEffective routes in and out of DMB for NES customers with debt issues


Timetable for delivery of new service

Following the announcement on 12 February the timetable of the events will be

Finalising the New service to be in place for 31 May 2014

Closure of Enquiry Centre network by 30 June 2014

Further phased roll out of enhancements in autumn 2014


Any other business and Q&A

Thank you.

Please take a moment to fill in your feedback sheets.

The date of the next meeting is 16th October 2014.

Documents

Disabled Customer Consultation Group. · Digital transformation will be centred on our multi-channel digital tax platform It will provide a secure, reliable, flexible and scalable