Phil PavittDirector General for Change and Chief Information OfficerHMRC

Channel Shift Live: Delivering a Channel Shift

Phil Pavitt, Director General for Change and CIO, HM Revenue & Customs

8th December 2011

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HMRC’s online services

• HMRC already has mature online services for the highest volume business

processes – Self Assessment, VAT, PAYE, and Corporation Tax

• HMRC receives more than 70 million online returns across all of its tax regimes

• In 2011, Self Assessment online received 6.9m returns, around 78% of all returns received

• On 31st January HMRC’s website is the 3rd busiest in the world

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How digital services will help us achieve SR10?

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Our Customer Segmentation Strategy

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How we are helping those who are unable to access our digital services

• HMRC’s Customer Segment Strategy splits our customers into 7 segments including those who will ‘always need help’

• We are gathering information about these customers so we can understand their specific needs

• HMRC already offers dedicated support to a range of customers who are unable or unwilling to use our digital services. We will continue to provide this same support in the future.

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To summarise…..

• Online self service offers significant benefits to both HMRC and to customers who fall within the ‘willing and able’ and ‘needs help around life events’ customer groups

• HMRC is continuing to develop its wide range of online services including the ‘OneClick’ programme and Real Time Information

• HMRC is seeking to fully understand the needs of all customers and the results will inform our future service development and customer proposition.

• However HMRC does not, and will not, adopt a “one size fits all” approach and will continue to seek to meet the needs of the diverse population.

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Thank You

phil.pavitt@hmrc.gsi.gov.uk

Stephen BakerChief ExecutiveSuffolk Coastal District Council and Waveney District Council

Channel Shift Live8th December 2011

Stephen Baker – Chief ExecutiveSuffolk Coastal DC & Waveney DC

A Local Government perspective

A reminder – what services do we provide?

• Development Control• Housing benefits• Council tax collection• Waste Mgt & Cleansing• Building Control• Environmental health• Community safety• Car parks• Elections• Emergency planning & response• Libraries

• Social care• Education• Trading Standards• Leisure /Parks• Arts and Culture• Economic development• Housing services• Coastal & Flood management• Highways• Community development………etc

…and who with?• Other councils• Health providers• Central Government Depts and Agencies• Police• Universities and Colleges• Contractors• Partners…… & Partnerships• Communities• Voluntary sector/3rd sector

Any other issues?

• Resources and Finances• Demographic change• Changes to living and working patterns• Shift in communications patterns• Policy context – change and uncertainty• Economic uncertainty

Resources and Finances• By end of CSR period, 2014/15, after

efficiency gains we will be working with finances at 2005/06 levels,

• And absorbed inflation of 18-21% [CPI/RPI]• Autumn statement indicates further pressure

during 2015/16 and 2016/17

Despite this level of complexity and challenge we have no alternative, indeed, we have an opportunity

Benefits of ‘going digital’

We know that it is:• Quicker• Simpler• Should be Citizen centric• Better for the user / customer• Cost effective• Accessible 24/7

What is going to make it happen?

• Superfast Broadband for all• Planned, effective, transformation to digital

services.• Moving at speed• Design for the future, and digital, not the

past, and paper.• Change in culture.

• Breaking down the silos – in local and central government.

• Review risk management• Leadership and vision – from councillors and

officers• ‘Assisted digital’ will be critical

– Two thirds of housing benefit claimants in WDC and SCDC are still assisted.

A Lesson learnt:

• Social media– Instant– Overload– Filtering– In what role, and in whose name?– Danger

What next ?

Conclusion

• Compelling case for channel shift to on-line / digital services

• Not ‘if’, but ‘when’….• An opportunity for transformation in service

provision• Need to recognise where help is needed

within the community• Working together will underpin success

Thanks for listening…

…and good luck!