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HMRC’s Digital Journey
AntonyCollard
Deputy Director, Digital Delivery
Chris Penner
Digital Centre Manager
Capgemini Week ...
75%
government
transactions
of all
5m
Business customers
HMRC at a glance in 2016
£536.8bn
revenue 45m
Individual customers
Our channels in 2014/15
220m
outbound
letters
50m
inbound
calls
SA returns
filed online
16m
inbound letters
9m
• Delivering tax accounts for individuals and
small businesses
• Bringing telephone and mail contact down by
55% by 2019/2...
15%
Net reduction
in baseline
costs by 2020
HMRC the challenges in 2016
£1.3bnReinvestment in
digital transformation
What are we creating?
• World-classpublic services – essential for the
UK
• One of the most digitally advanced tax
adminis...
• Business tax account users can already service most
of their basic needs through the account
• 2016 will be about growin...
HMRC Digital Services
Our Dev-Ops evolution - going multi-active
Proof in delivery:
organic growth
• Major business peak – 31st July – Tax Credit
Renewals
• C4m people expected to renew with Xm expected
in the last few da...
Proof in delivery - 2014 - starting a channel shift
"seminal moment across the leadership of HMRC"
Mark Dearnley, former H...
Proof in delivery- 2016 - starting a channel shift
20
weeks build
1,000,000
customers
84% customer
satisfaction rate
300,9...
Service usage – some facts!
Sunday – average
busiest hour 19:00
to 20:00
Busiest single
hour R16 – 21:00
to 22:00 (Sunday
...
• Customers were able to renew their tax credits digitally from
Tuesday 19th April 2016
• Extensive development ensured th...
Webchat
‘It was really helpful , and It saved
me a long phone call into the office
. And the response time was
amazing’
‘I...
Our Dev-Ops evolution - some context
• SA16 was HMRC’s most digital ever
• 18 new digital services in the last year
• 5m businesses can access their business t...
• Digital preferences and paperless
• 200 New iForms, starting to link to robotics and APIs
• Over 2m “Ask Ruth” questions...
And its not just “external” Digital…
• “Paperless Offices”:
 Mail scanned, intelligently sorted and sent to
staff via Dig...
• Secure digital accounts for customers offering
great experience promoting self serve
• Automating what we can
• APIs for...
Thank you
Follow our progress at hmrcdigital.blog.gov.uk
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HMRC's Digital Journey

Antony Collard Deputy Director, Digital Delivery - HMRC

HMRC, the UK’s Tax Authority, is on an ambitious journey that aims to make it the most digitally advanced tax authority in the world.
Programmes such as Making Tax Digital for Individuals, and Making Tax Digital for Business will transform the ways in which customers of every hue engage with tax, benefits and wider services.
Exploiting open source software and cloud technologies in delivery, and actually talking to customers in design, this session will give you an overview of how HMRC has gone from being the archetypal paper-based government organisation to one that is striving to make life easier for customers by exploiting digital technology.

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HMRC's Digital Journey

  1. 1. HMRC’s Digital Journey AntonyCollard Deputy Director, Digital Delivery Chris Penner Digital Centre Manager Capgemini Week of innovation Networks
  2. 2. 75% government transactions of all 5m Business customers HMRC at a glance in 2016 £536.8bn revenue 45m Individual customers
  3. 3. Our channels in 2014/15 220m outbound letters 50m inbound calls SA returns filed online 16m inbound letters 9m
  4. 4. • Delivering tax accounts for individuals and small businesses • Bringing telephone and mail contact down by 55% by 2019/20 • Raising an additional £5bn revenue a year by 2019/20 • Making sustainable savings of £7.2bn by 2019/20 (CDIO will deliver 25% of this) • Improving employee engagement Our SR15 commitments
  5. 5. 15% Net reduction in baseline costs by 2020 HMRC the challenges in 2016 £1.3bnReinvestment in digital transformation
  6. 6. What are we creating? • World-classpublic services – essential for the UK • One of the most digitally advanced tax administrationsin the world - simplerfor taxpayers • One of the most technologicallyprogressive workplaces
  7. 7. • Business tax account users can already service most of their basic needs through the account • 2016 will be about growing the functionalityavailable to users while ensuring it is increasingly personalised • Personal tax account will see lots more services coming soon • APIs – will see us increasingly relying on the software industry to exploit access to our systems, making tax interactions more straightforward Tax accounts & APIs at the heart of our digital vision
  8. 8. HMRC Digital Services
  9. 9. Our Dev-Ops evolution - going multi-active
  10. 10. Proof in delivery: organic growth
  11. 11. • Major business peak – 31st July – Tax Credit Renewals • C4m people expected to renew with Xm expected in the last few days • Predominantly through phone / post based channels generating serious customerand business impacts as we look to resource our “old” channels to meet demand Proof in delivery - starting a channel shift
  12. 12. Proof in delivery - 2014 - starting a channel shift "seminal moment across the leadership of HMRC" Mark Dearnley, former HMRC Chief Digital Information Officer 8weeks build 410,000 customers 94% customer satisfaction rate
  13. 13. Proof in delivery- 2016 - starting a channel shift 20 weeks build 1,000,000 customers 84% customer satisfaction rate 300,953 change of circs received 255,373 worklist, 45,580 robotics & 12,983 robot exceptions
  14. 14. Service usage – some facts! Sunday – average busiest hour 19:00 to 20:00 Busiest single hour R16 – 21:00 to 22:00 (Sunday 31st July) 8.5k users!Over 33.3 million page views (that equates to over 100k copies of the hobbit!) Monday to Friday – average busiest hour 9:00 to 10:00 49% of all sessions were returning users Significant usage of TCDS 24hrs per day since Renewals 16 went live! Sessions by language – Top 3 1. Eng-UK 2. Eng-US 3. Polish 403,338 users during the w/e 31st July (3k more than the population of Bristol) Sessions by browser 1. Chrome (45.3%) 2. Safari (34.8%) 3. IE (7.3%)
  15. 15. • Customers were able to renew their tax credits digitally from Tuesday 19th April 2016 • Extensive development ensured that they could interact in the way that they wanted • Between 19th April and 5th August over 3.4 million sessions were completed • The majority of customers interacted using a mobile/tablet than desktop computer • In July an HMRC app was launched giving customers another way to renew Service usage – how did our customers interact with us? Mobile 49% Desktop 38% Tablet 13%
  16. 16. Webchat ‘It was really helpful , and It saved me a long phone call into the office . And the response time was amazing’ ‘It’s a brilliant service, helps out a lot.’ ‘Brilliant for someone not able to get to a phone to call an advisor dueto working long hours this has been a wonderful serviceto quickly resolve problems! Prefer this to a telephone call!’ ‘This is the first time I’ve used the webchat service for HMRC and I think it’s absolutely fantastic! Thank you’
  17. 17. Our Dev-Ops evolution - some context
  18. 18. • SA16 was HMRC’s most digital ever • 18 new digital services in the last year • 5m businesses can access their business tax account, 3.2m users this year • 45 million individuals have a personal tax account and 5m already using it ▪ was just 3k in December 2015 ▪ will be 7m by March 2017 Digital transformation happening at pace
  19. 19. • Digital preferences and paperless • 200 New iForms, starting to link to robotics and APIs • Over 2m “Ask Ruth” questions handled • Data stored and reused - Tell us Once • Embryonic mobile App Digital transformation happening at pace
  20. 20. And its not just “external” Digital… • “Paperless Offices”:  Mail scanned, intelligently sorted and sent to staff via Digital Mail Service (DMS)  Hybrid Mail system linked to DMS creating “one customerview” • Robotic solutions applied internally to reduce call handling times improve internal customer experience • Moving towards 24-7 working • Applying design and build principles to internally focussed systems
  21. 21. • Secure digital accounts for customers offering great experience promoting self serve • Automating what we can • APIs for businesses working with software industry • Multi-channel offering based on customer preference and need with 24-7 support • Processes engineered to make tax simpler • Exploiting data to help customers HMRC the challenges to 2020
  22. 22. Thank you Follow our progress at hmrcdigital.blog.gov.uk

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