ICAEW Calls For Emergency Taskforce To Tackle HMRC Backlog

 

Ministers must set up a taskforce to deal with the unacceptable delays at HMRC, which are holding back the UK’s economic growth, says ICAEW.

ICAEW is calling for the immediate creation of a cross-sector taskforce to address long-standing delays at HMRC, which it says have become a drag on the UK’s economic growth.

The emergency taskforce would be charged with identifying areas for support to end delays, as well as recommending improvements to HMRC’s service standards to enable business growth, ICAEW says.

Taxpayers and accountants are having to wait up to a year for HMRC to respond to queries over the phone or by post, ICAEW says, while callers report that they have waited for more than an hour before being cut off. Customer service staffing levels at HMRC have reduced from 25,500 to 19,500 people, causing long delays for both agents and taxpayers.

These delays were the biggest area of complaint made by ICAEW members in 2022, whether relating to financial or other resource constraints. 

VAT registration for a new or growing business or re-registration where an existing business incorporates should be expected to happen quickly, the Institute says. Such businesses are growing and their administrative workload will double while they wait for HMRC to act.

ICAEW is increasingly of the view that HMRC is now trapped by its backlog and delays are now an anchor on the UK’s economic growth. The government needs to urgently tackle this issue if it is serious about building the ‘pillar of enterprise’, it says.

“The delays at HMRC are unacceptable, need to be addressed promptly and are acting as a drag on the UK’s economic growth,” ICAEW Chief Executive Michael Izza says. 

“We’re calling on ministers to set up an emergency taskforce to identify steps to eliminate HMRC’s backlog and improve its service standards, so that in the future it supports, not inhibits, business growth and maximises the tax receipts needed to fund public services.”

The taskforce should include representatives from professional bodies and from business, who would be empowered to make recommendations to HMRC to improve its services and clear its backlog, ICAEW says.

“HMRC performs a vital function supporting businesses and growth, for example ensuring new businesses can register promptly for VAT, and its work is essential in collecting tax receipts to fund public services,” Izza continues. 

“Despite this vital role and the commitment from hardworking civil servants, HMRC is often overlooked and overstretched, leading to problems, and we would be pleased to work with it to tackle these issues.”

It is unclear whether these waiting times relate to financial or other resource constraints, but the time it takes for HMRC to respond is perceived by many chartered accountants to be the single biggest obstacle to growth and tops the list of complaints by members, ICAEW says. It is a problem regardless of the means of communication being used, where intervention or action cannot be undertaken automatically.

Spoiler alert: THIS WON'T HAPPEN!

 

Tax Investigation Insurance

Market leading tax fee protection insurance for businesses, sole traders and individuals. Protect yourself from accountancy fees in the event of an HMRC enquiry.

Having a Solar Protect Tax Investigation Insurance policy at your disposal means that should you be one of the many 1000's of businesses or individuals that are selected by HMRC each year to look into your tax affairs your own accountant (your tax return agent) can get on and defend you robustly.

You have the peace of mind knowing that your accountant's (your tax return agent) fees will be paid by the insurance without any Excess for you to find.

Tax Investigation Insurance is an insurance policy that will fully reimburse your accountant's (your tax return agent) fees up to £100,000 if you are subject to enquiry by or dispute with HMRC.

A Solar Protect policy will enable your accountant (your tax return agent) to:

• Deal with any correspondence from HMRC
• Attend any meeting with HMRC
• Appeal to the First-tier Tribunal or Upper Tribunal
• Having the security of knowing that fees will be met in full will enable your Accountant (your tax return agent) to defend your position robustly

Please click here for details.

ICAEW Members Castigate ICAEW

 

On my HMRC site I have noted that the ICAEW have given HMRC a well deserved kicking for its appalling service levels:

"ICAEW members are reporting that poor performance is being experienced across almost all HMRC services and ICAEW has been pressing for greater transparency about the problems being experienced and for a clear recovery plan. The Tax Faculty outlines the problems that have been raised and the action it has taken..."

However, the membership of the ICAEW are also pissed off with the ICAEW over its light touch towards HMRC failures. 

As per AccountingWeb:

"However, many in the profession have expressed the view that these are ongoing problems date far beyond the events of the pandemic.

“None of this is to do with Covid, but it shows what happens to a system which is already broken when you give a huge kick, it just fragments and shatters,” commented AccountingWEB member irealyshouldknowthisbut.

“Covid-19 has provided the ultimate excuse for poor customer service to get even worse across much of the public sector and throughout the banking industry. We now see more clearly than ever the contempt in which we are held by these incompetent bullies,” added another member.

ICPA chair Tony Margaritelli concurred: “We hear that they value the work that agents do, but we don't actually see any real genuine evidence of it,” he told AccountingWEB. 

According to Margaritelli, the fact that ICAEW chose to publicly report on HMRC’s poor performance is significant in showing that people should be holding them to account more.

“They very seldom do [criticise] - they’re always very supportive, and rightly so,” he said. “But on both sides, when things are not right they need to be called out.”

Nicholas Smith, head of tax at Duncan & Toplis, concludes that enough members must have complained for the Institute to make such a public stance. “The one genuine bright spark that HMRC did was to have the agent dedicated helpline. And suddenly here we are two years down the line and we still haven’t got it back.”

It is a pretty poor reflection on the ICAEW that it needs a groundswell of negative comments from its membership to actually say something in public mildly critical of HMRC! 

Tax Investigation Insurance

Having a Solar Protect Tax Investigation Insurance policy at your disposal means that should you be one of the many 1000's of businesses or individuals that are selected by HMRC each year to look into your tax affairs your own accountant (your tax return agent) can get on and defend you robustly.

You have the peace of mind knowing that your accountant's (your tax return agent) fees will be paid by the insurance without any Excess for you to find.

Tax Investigation Insurance is an insurance policy that will fully reimburse your accountants (your tax return agent) fees up to £100,000 if you are subject to enquiry by or dispute with HMRC.

A Solar Protect policy will enable your Accountant (your tax return agent) to:

• Deal with any correspondence from HMRC
• Attend any meeting with HMRC
• Appeal to the First-tier Tribunal or Upper Tribunal
• Having the security of knowing that fees will be met in full will enable your Accountant (your tax return agent) to defend your position robustly

Please click here for details.

ICAEW HMRC Survey

ICAEW to carry out another survey about HMRC's service standards with members who work in small practices. Tax News http://t.co/mOzRsCmc5Y

— ICAEW Tax Faculty (@ICAEW_Tax) October 5, 2015

Life Imitating Film

I am amused at the story published in economia about a hapless gang of VAT fraudsters who tried to defraud HMRC of £2.8M of VAT and tax credits:

"Aoife Madden, the actress who helmed the production, has become the first person to be convicted of defrauding the government’s film tax relief fund.

Bashar Al-Issa, of London, along with Madden of Northern Ireland, Tariq Hassan of Essex, Ian Sherwood and Osama Al Baghdady, both of Manchester, owned Evolved Pictures.

Evolved told its auditors it was shooting a £20m movie with big name stars, funded by a Jordanian company, but it turned out be a sophisticated plot to claim £2.8m in tax credits and VAT repayments.

Evolved told HMRC that millions of pounds of work had been spent on the film, claiming a VAT repayment was due of £1,488,187, among other tax credits.

However, during checks HMRC found that the work had not been done and most of the so-called suppliers and film studios had never heard of the gang.

When HMRC discovered that the sham production never existed, and the gang was arrested, they came up with an elaborate plan to cover their tracks and hide the fraud by shooting a film on a shoestring called “A Landscape of Lies” which featured two UK television personalities. "

It seems that they must have come up with the idea from the plot of The Producers. However, had they watched the film properly they would have realised that the hapless producers (one of them an accountant) failed in their scam as well and were sent to jail.

My favourite line in the film is:

"You're an accountant, you come from a noble profession; it has the word "Count' in it!"

Accountancy Age's Financial Power List 2013: Big Hitters

I have been placed 25th on Accountancy Age's Financial Power List 2013: Big Hitters, a rundown of who the magazine thinks will be the biggest players in accounting and finance during 2013.

25 Ken Frost, serial blogger and HMRC agitator
A long-time thorn in the side of the ICAEW in his blogging capacity, Frost has found that HMRC's travails have taken up a bigger chunk of his social media efforts. Not that the institute is out of his line of vision, but his probing questions and good contact base make http://hmrcisshite.blogspot.co.uk an amusing and revealing read.

ICAEW and CIOT Offer Fast Track To Joint Membership

The ICAEW and CIOT have announced a fast track scheme to joint membership of the two professional bodies, that will enable successful students to join both bodies within three to four years (faster than using the traditional route of ICAEW first then CIOT).

The programme includes a new paper "Taxation of Major Corporates" which, given today's PAC report on HMRC and the ongoing media frenzy over multinational tax avoidance, is clearly relevant to those with a penchant for tax.

Here is the full text of the announcement:

The Institute of Chartered Accountants in England and Wales (ICAEW) and the Chartered Institute of Taxation (CIOT) have launched a Joint Programme enabling students to simultaneously achieve two prestigious qualifications – the ICAEW chartered accountancy qualification, the ACA, and the Chartered Tax Adviser qualification, the CTA.
 
Those students who successfully complete this route, which is likely to take three to four years, will be eligible to apply for membership of both ICAEW and CIOT – providing they have undertaken relevant professional work in tax and accountancy during their studies. This could be quicker than if they had followed the traditional path of training to become a CTA after qualifying as an ICAEW Chartered Accountant.

Within the Joint Programme there will be separate routes to qualification for those specialising in direct and indirect taxation.

Mark Spofforth, ICAEW President said:
“The Joint Programme is designed for the most dynamic and talented corporate tax professionals who are ambitious to rise quickly to the senior levels of the profession.

“Under this new programme, students complete all the requirements for the ACA and CTA in a way which considerably reduces the study overlap, time out of the office, and tuition costs.

“It still enables the employer to be confident that the student has gained the relevant skill set required for an accountant ready to advise on tax at the highest level. The combination of two well respected and high quality programmes will help employers offer their employees a more efficient route to become tax specialists.”

Patrick Stevens, CIOT President said:
“The CIOT and ICAEW have worked closely with professional services firms to create this flexible new programme for those specialising in tax. It has been designed for students dealing with the tax affairs of FTSE 350 companies or other large corporates from the start of their training. It also has a route suitable for those specialising in indirect tax.

“As well as drawing on the existing strengths of the two qualifications it incorporates a new, specially developed paper, Taxation of Major Corporates, which has been developed jointly by ICAEW and CIOT. This paper has a strong practical focus and deals with the kind of corporate transactions that students will find relevant to their employment.”

Paul Morton, Global Head of Tax at Reed Elsevier, added:
“The challenges faced by our department are very demanding so we look for new team members to be highly knowledgeable. We can be sure that a tax professional who has the ACA and CTA qualifications will have all of the technical skills needed to succeed in our team.”

Contacts
CIOT: George Crozier on 020 7340 0569 or 07740 477374 (gcrozier@ciot.org.uk)
ICAEW: Caroline Florence on 020 7920 8564 or 07973 400 264 (caroline.florence@icaew.com)

Notes to editors

1. For links to further information and brochures please go to www.icaew.com/aca-cta or www.tax.org.uk/aca-cta.
2. ICAEW is a professional membership organisation, supporting over 138,000 chartered accountants around the world. Through our technical knowledge, skills and expertise, we provide insight and leadership to the global accountancy and finance profession.Our members provide financial knowledge and guidance based on the highest professional, technical and ethical standards. We develop and support individuals, organisations and communities to help them achieve long-term, sustainable economic value.
   Because of us, people can do business with confidence.
   ICAEW is a founder member of the Global Accounting Alliance, which represents around 785,000 of the world's leading professional accountants in over 165 countries around the globe, to promote quality services, share information and collaborate on important international issues.

Real Time Information (RTI) Resources

Resources to help you understand Real Time Information (RTI), the automated HMRC process to collect payroll and tax details as wages and salary payments are made.

In theory it will eliminate annual reconciliations and end-of-year forms such as P14s and P35s.

All schemes/employers with less than 5,000 employees will start to submit RTI in April 2013; those with 5,000 employees or more will start to submit RTI on dates agreed with HMRC between June and Sept 2013.

As per HMRC:

"The move to reporting information in real time is the biggest change to the operation of PAYE in over 60 years.

Under real time reporting, employers and pension providers – or agents, payroll bureaux and other intermediaries acting on their behalf – will send us information about tax, National Insurance Contributions (NICs), student loans and other deductions each time they pay their employees. This will enable HMRC to keep more accurate records and, over time, more people will pay the correct tax.

So what are the essential facts you need to know?
• Migration to reporting PAYE information in real time is mandatory
• Most employers and pension providers will move to reporting PAYE information in real time from April 2013
• We will write to you
– in October to tell you what you need to do to get ready
– in February to confirm the date from which you should start reporting PAYE information in real time
• Most employers already send PAYE information electronically and information reported in real time will also be sent online. Your payroll software will collect the necessary information and send it to HMRC online
• You need to consider your options for payroll. A wide range of commercial software designed for real time reporting will be available from April 2013 to suit employers’ and pension providers’ individual requirements, including some free products. HMRC’s Basic PAYE Tools will also be available for employers who have nine or fewer employees. You can get more information about this at www.hmrc.gov.uk/paye/intro/payroll-system.htm
• You will need to include information in your RTI submissions about all employees
• We will no longer require the end-of-year Employer Annual Return forms P35 and P14, and you won’t need to send forms P45 and P46 to us; instead you will include this information with the information reported in real time
• Employers making payments to their employees by Bacs, using their own service user number, will need to include a cross-reference in the RTI data submission and their Bacs payment instruction, see Getting ready to operate PAYE in real time.

What will not change?
• The way tax and National Insurance contributions are calculated will not change
• You will still need to give employees certificates of tax and NICs paid – form P60
• You will still need to send expenses and benefits returns (P11D and P9D) annually
• The dates by which you must pay HMRC stay the same."

Here are some useful links:

• Articles on this site about RTI
• HMRC RTI homepage
• HMRC FAQs
• HMRC Data Quality homepage
• HMRC RTI webinar - how payroll alignment works
• Real Time Information - What it Means for Employers
• Operating PAYE in Real Time

Tax Insurance - Advertisement Feature

Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Taxwise.

Ken Frost has negotiated a 10% discount on any polices that may suit your needs.

However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.

TAXWISE Fee Protection 

 What is it? What does it do? What do I need? 

HMRC as we all know are looking into the affairs of more and more Taxpayers. Whether you are an individual or a business, HMRC have many ways in which they can look at your Tax calculations and declarations.

Inspectors look into thousands of records each year, always looking to squeeze more taxes. If that happens to you, the cost to defend you can be significant. Your accountant may have to spend a lot of chargeable time to rigorously defend your tax position and at the end of it all you may owe no more tax (you could even be due a rebate!). Your accountant still needs paying. (Here are some recent claim examples).

Having a Taxwise policy in place will pay those fees, allowing you to let your accountant get on with defending you robustly without worrying about the unbudgeted cost.



If you own a business and HMRC look into your affairs, not only will the business records be checked but in many cases Inspectors will look into the personal returns of the Directors /Partners of the business. A Taxwise Policy not only covers the business returns but also all Directors /Partners and their spouses/civil partners. Having a policy will also give your business access to 24/7 telephone advice in the complex areas of Health & Safety and Employment Law



If you are an Accountant you may already have a Fee Protection Scheme in place and benefit from all that having a scheme brings you.

If not you may be interested to know that having a scheme in your practice:

• Can generate additional Income
• Can protect your bottom line
• Can aid client acquisition and retention
• Will give you unlimited access to Vat & Tax Advisors
• Can bring no cost Employee Benefits for your staff

Many options are available to you from All Client schemes to Client Decide. Latest options on marketing are all made available to you at no additional cost. Schemes are also now available for Bookkeepers, tailored specifically for the unique needs of a Bookkeeping Practice whilst still bringing all the advantages that having a scheme in place will bring. It will even cover your delegated Accountants hourly rate



Whatever you need to know about Fee Protection, be it an individual policy or scheme, the team at Solar TAXWISE will be happy to help.

You can call them on 01634 308696.

Email them at info@solartaxwise.co.uk or visit their website www.solarinsurance.co.uk/p/KenFrost/ and use their live contact facility.

Solar can also arrange your P.I. They have really competitive rates on Accountant & Bookkeeper Professional Indemnity Insurance. You can obtain a quote and buy online with all documents being automatically e-mailed to you.



Have you thought about introducing an Employee benefit into your business, better still how about a product that has benefits for you as well as your staff. An Employee Assistance Programme gives your employees access to a whole raft of benefits as well as providing valuable protection for your business from as little as £20 per employee per year.

The Danger of Hubris

In its haste to congratulate itself on HMRC's announcement about possibly "recruiting" another 1,000 staff for call centre duty, has the ICAEW forgotten that HMRC promised the self same thing in March 2011?

NAO To Audit HMRC's Service Commitments

As I noted on Friday, HMRC have with great fanfare and naive approval of the ICAEW attempted some diversionary tactics by announcing a reallocation (HMRC calls it "investment") of "up to" £34M and a possible extra 1,000 personnel into their call centres.

Whilst the above may satisfy the ICAEW and some naive taxpayers, the NAO are not going to sit idly by. As I note on my HMRC site, the NAO is looking at commitments made under the HMRC’s change programme and will report "in winter 2012" on the service that HMRC’s "customers" receive over the phone, online and in writing.

In Which The ICAEW Spouts Utter Nonsense

The ICAEW has fallen for HMRC's PR announcement about new "investment" in its appalling call centre service hook line and sinker.

The idea that the £34M (if that is what will really be spent) is new "investment" is utter nonsense. The money, as I have clearly explained on my HMRC site (and as indeed Lin Homer says), is merely a budget reallocation from other parts of the overall HMRC budget.

This is nothing more than window dressing!

As one commentator wrote on my HMRC site:

"Don't be fooled by the retoric, there's no new money, they are only robbing Peter to pay Paul, there will be some new jobs but the vast majority will be back room staff taken off working on post to answer phones.

They have spent God knows how much revamping the telephones so we're now connected to the CC system.

So telecalls will be answered more quickly but as we all know not everything can be done over the phone and written confirmation or paperwork is required. so the post receipts will go sky high, then the calls will triple cos everyone will want to progress chase and it's back to Square One, thank God I retire shortly."

How gullible can the ICAEW be?

An Opportunity Lost - Michael Izza Gets Stuck On K2

Michael Izza (CEO of the ICAEW) has published a blog post today entitled "Chartered accountants and tax evasion". Oddly though his first sentence deals with tax avoidance, not evasion, specifically the Times campaign against tax avoidance.

He goes on to say:

"I believe that there is no place for our profession in the creation or maintenance of these sorts of tax schemes...

In these difficult times, any ICAEW Chartered Accountants who are engaged in the kinds of schemes highlighted in The Times need to look at themselves in the mirror and ask – am I upholding the honour and reputation of ICAEW Chartered Accountants and am I seen to be doing that? If the answer is no then they need to ask themselves whether they want to belong to our profession or not? "

Sadly Michael has missed an opportunity to stand up against the media and political witch hunt that is threatening both legitimate tax avoidance and the profession itself.

Instead of calling for the simplification of the tax system, which would kill many complex tax avoidance schemes stone dead, he kowtows to the pressure of the media and political witch hunt and implies that the ICAEW wants members who offer legal tax schemes which the ICAEW does not approve of to leave the ICAEW.

As Jason Selig commented the other day on the ICAEW Group discussion about tax avoidance on LinkedIn:

"How is this a moral question?- there is no "right" or "wrong" about paying tax. 

Is it moral to save for a pension or open an ISA or invest in an EIS scheme? 

All of them save tax and if it wasn't for the tax break you wouldn't do them. A tax adviser is under a "moral" obligation to offer these kind of schemes to clients and warn about the ramifications, tax investigation, exposure in the media of actually doing them. 

To fail to offer the schemes where relevant would be potentially negligent. 

You may find them repugnant - as do I in some of the more aggressive schemes such as K2, and my advice to clients is not to enter into them - but that's not my call it's the client's - the fact is it's legal and fully disclosed on the tax returns - if HMRC want to challenge there is a legal process that allows them to do so. "

As I noted the other day on my HMRC site:

"Avoidance is a perfectly normal human thing to try to do, the politicians are not in a position to lecture the rest of us on 'morality'." 

The media and politicians lecturing us on morality is as natural as a cat walking on its hind legs.

Cameron Lambastes Accountants Again!

I see that Cameron is lambasting accountants again:

" David Cameron has warned that the Coalition risks being seen as a “bunch of accountants” unless it “focuses on what matters” in the wake of last week’s dismal local election results."

It looks like the letter from Michael Izza was not enough.

As I wrote a few days ago:

"Izza should not be too surprised at the barracking about tax avoidance and accountants from Cameron, Osborne and their ilk. Their background means that their financial affairs are handled by trusts and (ironically) accountants. They have no real world interaction with HMRC or the "mundane" daily matters of the finance that the rest of us have."

Maybe an open joint letter from the UK's leading accounting bodies is required, or maybe Cameron's accountant should simply go on strike?

I have Tweeted @Number10gov to tell him to stop this nonsense, I suggest fellow members do the same and make #accountinggate a trending topic.

Izza Vents His Spleen

Fed up with the low level ongoing anti accounting barracking from the Bullindgdon set at the heart of government, Michale Izza (CEO of The ICAEW) has vented his spleen.

In a letter to Cameron, Izza says that, while such remarks may be tongue-in-cheek, they undermine the significant contribution that the profession makes to the UK economy.

Izza should not be too surprised at the barracking about tax avoidance and accountants from Cameron, Osborne and their ilk. Their background means that their financial affairs are handled by trusts and (ironically) accountants. They have no real world interaction with HMRC or the "mundane" daily matters of the finance that the rest of us have.

Georgie Porgie and Cameron need to be reminded of the wise words of Lord Templeman in 1992:

"There is no morality in a tax and no illegality or immorality in a tax avoidance scheme."

Economia and Ken Frost Asleep at The Wheel

Both Economia and myself were asleep at the wheel regarding this error relating to HMRC interest rates:

"As was quite correctly pointed out yesterday, by a loyal and observant reader, Martin Casimir's assertion that HMRC does not pay interest on tax repayments is wrong. HMRC (as I noted in the comments section) does in fact pay 0.5% (perversely it charges 3% for late payments).

I wrote to Martin yesterday about it, and Bloomsbury have acknowledged that they were wrong and will be asking Economia to correct their copy.

It is shameful that Economia (the professional magazine of the ICAEW) and myself (an FCA) didn't spot it when we published Martin's quotes!

So well done and thanks for pointing that out, and mea culpa on my part for being asleep yesterday! "

I am hanging my head in shame today!

ICAEW's "Special Relationship" With HMRC

In October I wrote on my HMRC site about the ICAEW's and HMRC's appeal for tax agent firms to allow HMRC to come and see how things are done at the coal face:

"Michael Izza, the CEO of the ICAEW, has issued a public call for tax agent firms to allow HMRC staff to come and see what it is like at the "coal face" and visit the firms to observe procedures etc. HMRC have assured the ICAEW that there are no risks to the firms (or the clients of the firms) if they allow HMRC staff to come and visit."

Later, that same month, I quoted Clapser:

"HMRC has committed to a big challenge. However, improvements can only be made with the input of the profession and it is therefore important that firms come forward to volunteer to host HMRC staff. Council members are strongly encouraged to do so, and take their opportunity to share their experiences."

I then stated:

"I would note one thing, not everyone is of the view that there is such a cosy relationship between HMRC and the profession.

Anthony Thomas, President of the Chartered Institute of Taxation (CIOT), recently debunked the nonsense that there is a "special relationship" between HMRC and the professional bodies, calling it a "myth" (akin to that "relationship" between the UK and US governments).

 

This view may ruffle a few feathers over at the ICAEW, where Michael Izza (the CEO) claims that "we (the ICAEW) now have a partnership with HMRC".

 

Moving forward to the present, I was more than gemused to read on Nichola Ross Martin's site that the "visit the coalface" idea has been done before (even to the extent of visiting the very same tax agent!).

Ironically, neither HMRC or the ICAEW seem to remember this!

Here is Nichola's article in full, in the hope that it jogs the memories of both HMRC and ICAEW.

 

"We have a case of déjà vu: as part of the latest Agent Strategy HMRC are visiting firms to see what it is really like in practice. Hold on, hasn't that been tried already? Read on and see if you can spot the difference.

In 2008 HMRC director’s general of business tax – Melanie Dawes visited West Country firm A C Mole and Sons to “see what it is like for us - and experience the practical effects of HMRC's Change Programme as we do…” Paul Aplin, a partner in the firm and chairman of the Institute of Chartered Accountants in England and Wales (ICAEW) Tax Faculty enthused on his blog “I think that it completely changed the way she viewed our issues.”

Roll on three years, we now learn that HMRC’s director general of personal tax – Stephen Banyard, has just returned from a visit to... West Country firm A C Mole and Sons, speaking to staff and receiving feedback. Paul Aplin, a partner in the firm but now ex-chairman of the ICAEW Tax Faculty reports, “I think he went away with a better understanding of the problems we encounter.”

So, assuming that Mr Banyard has not taken a leaf out of his boss’ book (Dave Hartnett, “the most wined and dined mandarin of Whitehall”) and was not really taking the opportunity for a day out of London sampling local cuisine, we must conclude that the visit was really useful. Sad to say that judging by the effect that Ms Dawes previous visit seems to have had it is unlikely to create any noticeable changes for tax agents. We all agree that service levels and standards have spiralled into a lamentable decline in the past three years.

Probably the most embarrassing thing for both HMRC and the ICAEW is that three years ago after the Dawes' visit, Paul had also managed to tete a tete with HMRC's Chairman Mike Clasper. ”When I met Mike Clasper, last week I told him what it was like at the coalface - the wasted time dealing with piles of incorrect PAYE coding notices and the frustration and embarrassment caused by incorrect penalty notices…We spoke one to one - no officials present - for almost an hour and a half and I felt that I received a fair hearing…”

Not that any of what happened three years ago appears to have had any effect on service standards or agent relationships.

The acid test is probably whether members of the Parliamentary Accounts Committee (PAC) who are investigating the rolling saga of the combination of HMRC’s Permanent Secretary’s blunders with large business, together with HMRC's value for money and falling service standards will take heed and give Mr Clasper a prod. Why on earth do a one to one with the ICAEW's top tax man and do nothing?

It is of course too late to ask Melanie Dawes, she has now jumped ship to the Cabinet Office following a previous grilling by the PAC in September. Mike Norgrave has just been appointed to take her place, obviously, he cannot be held accountable."

HMRC's Clasper at Council

Mike Clasper (Chairman of HMRC) recently visited ICAEW Council.

Here is a summary of what he said (source ICAEW):

hmrc service standards and tax agent strategy

  

HMRC’s Chairman, Mike Clasper, and Brian Redford, Deputy Director, Business Customer & Strategy, attended the October Council meeting to discuss service standards and the recently published consultation on Tax Agent Strategy.

The decline in service standards is one of the biggest concerns currently being mentioned by the ICAEW membership. Following a highly critical report by the Treasury Select Committee published in July 2011, a meeting was held in September 2011 between HMRC’s senior management and the professional bodies and various charities to discuss what should be done to help make improvements. It was chaired by Mike Clasper and following the meeting a joint statement was published, setting out plans for HMRC to work with the professions and charities to make improvements. Tax Agents have a critical role to play and need a strong relationship with HMRC. At the moment there is a lack of trust that needs to be addressed.

There is understandable concern that promises have been made in the past to improve service standards but they have not been realised. However, the joint statement marks a turning point and shows that HMRC has picked up the challenge issued by the Treasury Select Committee to work with the profession to make improvements.

The biggest problems highlighted are post and telephone handling. The challenge for HMRC and the profession is to jointly understand the nature of the problem, develop solutions to improve the service and find performance measures that accurately reflect the customer experience.

Background

In the past, there have been different views as to how HMRC should recognise agents, with some feeling that the focus of attention should be on the tax payer. HMRC are now clear that strategically the role of the agent should be recognised in addition to the role played by the customer and there is a genuine intention on the part of HMRC to improve relationships with agents.

With the launch of HMRC in 2005, there was a loss of confidence in the organisation from customers as it was felt that it did not have a clear customer centric focus. The foundations for the merger were solid enough. It offered one tax authority for business which is a huge enabler for a customer-centric organisation, a system of dealing with large businesses that is globally competitive and a vast amount of knowledge about tax payers. However, the merger did not fully resolve the cultural differences between the two organisations and needed to deliver efficiency savings at the same time as facilitating a smooth transition from a local to a national organisation.

Following the merger, HMRC’s strategic objectives included:

-       Closing the tax gap

-       Focusing on the customer experience

-       Providing value for money

-       Operating with professionalism

In the 2010 spending review, along with all government departments HMRC was charged with cutting costs by a further 25%, but reinvestment back into HMRC was agreed with a primary focus on closing the tax gap and improving compliance.

In order to achieve HMRC’s strategic goals, there has to be a balance between three key and often conflicting aims:

1.    The tax has to be collected

2.    The customer experience has to be good

3.    HMRC has to be efficient

2010 – A difficult year

Mike acknowledged that 2010 was a difficult year and had said so on the record, but that it had to be seen in context. For HMRC employees, existing systems and processes were becoming outmoded and as configured were not able to provide a single view of a PAYE customer on its systems and this required expensive manual intervention. The system designed to support PAYE was based on 13 regionally defined databases meaning that some people had several records, some of which had not been linked and led to bad data quality and inconsistency. Working with this dated system, people developed ways of getting the right result without inputting the right data which led to further problems. HMRC underestimated the problems that would arise in the move to the new national PAYE system (NPS) and the resources that were needed to tackle them. These problems were only made worse by the resulting high volume of telephone calls that taxpayers and agents made to HMRC.

A related problem was the growing backlog for reconciling PAYE exceptions, which by 2010 had reached 23 million open cases, a problem that dated back to 1983. It was proving impossible to tackle this backlog with the existing systems.

The current situation

Mike explained that over the last few months there had been a considerable turnaround in performance and customers were starting to see the benefits of the NPS investment and other operational changes. Customer contact has improved. This year 70% of calls, on average, are answered within 40 seconds which is a massive improvement on the previous year.

Postal response times are the best they have been since the merger. The average is less than 15 days – calculated from the day the post arrives at HMRC through to when it is posted on HMRC’s system and a response sent. However, Mike accepted that this is not translating to the customer experience and this needs to be addressed. HMRC is also working with its mail partners, Fujitsu and Royal Mail, to cut delays once correspondence leaves HRMC.  But Mike acknowledged that there is more to do in improving the customer experience.

Internally, work is being done to improve professionalism and quality. Training and development is an essential part of this. HMRC is supporting professionalism through the establishment of ‘The Tax Academy’, accredited by Manchester Metropolitan University. This year, some 200 members of staff will commence their training through the academy for full technical training, although it is acknowledged that a wider section of the workforce will undertake other training and continuing professional development.  HMRC recognise some 18,000 members of staff as tax professionals.

Teams have been empowered to improve their own processes through ‘Pacesetter’ methodology and already an improvement in productivity of up to 60% has been seen in some areas.

Work is also being done to cut down on the organisation’s hierarchy. There have been up to 14 approval levels, from frontline staff up to CEO. By March next year there will be no more than eight. The top four tiers of the organisation have also been reviewed. 45% of jobs have been competed with a number filled externally to revitalise the structure and overall numbers reduced.

Up to 8,000 members of staff are also moving from processing to compliance roles in the coming years, which will help to balance the three requirements to achieving strategic goals.

On the performance challenge, HMRC staff members have received the training needed to enable them to go out and observe Tax Agents in their own firms to get a first-hand view of the problems that they are experiencing. HMRC now needs the profession to volunteer to host their staff and help improve standards. At the moment, it was proving difficult to recruit volunteer firms and Mike requested that ICAEW did all they could to promote this initiative. Since the Council meeting a significant number of  ICAEW members and others have stepped forward and the visits are will commence as planned.

Tax Agent Strategy

Allowing agents to ‘self serve’ through an online system should improve the process. By enrolling and understanding the business profiles of tax agents, it will be possible to tailor communication and support.

Through this system, HMRC will now be able to look at all interactions with agents. If there are consistent problems, they can then work with the agents to make improvements, a mutually beneficial process.

 

Conclusion

HMRC has committed to a big challenge. However, improvements can only be made with the input of the profession and it is therefore important that firms come forward to volunteer to host HMRC staff. Council members are strongly encouraged to do so, and take their opportunity to share their experiences.

 

For further information, please contact Frank Haskew, Head of the Tax Faculty, frank.haskew@icaew.com

Ruffling Feathers

Anthony Thomas, President of CIOT, may well have ruffled some feathers over at the ICAEW when he recently debunked the nonsense that there is a "special relationship" between HMRC and the professional bodies. He called it a "myth", akin to that "relationship" between the UK and US governments.

Over at the ICAEW, Michael Izza (the CEO) recently stated that "we (the ICAEW) now have a partnership with HMRC".

So, who is right?

HMRC Service Delivery - The Coal Face

I have asked for views from the coal face (HMRC staff) as to the likelihood of the Joint Statement on Service Levels achieving anything.

HMRC Service Delivery

Michael Izza (CEO of the ICAEW) has expressed hope that HMRC's commitment (yet another in a series of promises, previous ones having been broken) to improving its service levels will actually come to fruition this time.

He writes:

"HMRC has made similar promises in the past to tackle service issues yet have failed to deliver. 

I believe this time will be different. 

Thanks in no small part to the role played by our Tax Faculty and in particular, Paul Aplin, chair of its technical committee, we now have a partnership with HMRC and a very public commitment from the very top to a way forward which will help turn things around."

I don't discredit Michael for his optimism.

However, I do not share it.

Regular readers of my site www.hmrcisshite.com can attest to the fact that HMRC is in fact heading for meltdown, and will not be in a position to make good on its promises.