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.

1. HMRC’s Digital Journey
AntonyCollard
Deputy Director, Digital Delivery
Chris Penner
Digital Centre Manager
Capgemini Week of innovation Networks

2. 75%
government
transactions
of all
5m
Business customers
HMRC at a glance in 2016
£536.8bn
revenue 45m
Individual customers

3. Our channels in 2014/15
220m
outbound
letters
50m
inbound
calls
SA returns
filed online
16m
inbound letters
9m

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. 15%
Net reduction
in baseline
costs by 2020
HMRC the challenges in 2016
£1.3bnReinvestment in
digital transformation

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. • 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. HMRC Digital Services

9. Our Dev-Ops evolution - going multi-active

10. Proof in delivery:
organic growth

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. 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. 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. 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. • 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. 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. Our Dev-Ops evolution - some context

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. • 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. 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. • 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. Thank you
Follow our progress at hmrcdigital.blog.gov.uk