Business Case Studies | HMRC | Creating a new way of doing business

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HMRC

Acting as a regulator and enabler
  1. Summary
  2. Introduction
  3. Where the Inland Revenue fits in
  4. Some key Inland Revenue stakeholders
  5. The Inland Revenue as enabler
  6. The Inland Revenue as regulator
  7. Changing the image
  8. Creating a new way of doing business
  9. Conclusion
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Creating a new way of doing business

The Inland Revenue is looking to deliver a customer-oriented level of performance by which it:

  • responds to 80of all post within 15 working days
  • sees everyone who calls at Inland Revenue Enquiry Centres by appointment within 15 minutes of their agreed arrival time
  • answers telephone calls within 30 seconds
  • gives full and correct answers first time
  • processes a self-assessment tax return correctly first time by making full and correct use of available information
  • establishes e-mail as a form of customer contact
  • makes best use of available technologies
  • modernises systems for receiving and paying money
  • offers tax payers a wide range of payment methods
  • develops a standard approach to managing tax payers' debts.

Pages in this study:

  1. Summary
  2. Introduction
  3. Where the Inland Revenue fits in
  4. Some key Inland Revenue stakeholders
  5. The Inland Revenue as enabler
  6. The Inland Revenue as regulator
  7. Changing the image
  8. Creating a new way of doing business
  9. Conclusion

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