National Insurance and PAYE Service (NPS) - improving HMRC’s service to its customers
New system for PAYE
HM Revenue & Customs (HMRC) are committed to delivering an improved service to its Pay As You Earn (PAYE) customers who rely on the department to ensure that they’re paying the right amount of tax and National Insurance, at the right time.
A new system for processing PAYE, the National Insurance and PAYE Service (NPS), which has one single record for each individual customer containing all their PAYE details, is helping make this happen. As a result, in the majority of cases, a customer’s question can be answered at the first point of contact with HMRC. This means that most customers will only have to make one phone call to HMRC to have all of their tax and National Insurance issues resolved, saving them time and expense.
The new system is being introduced in three phases. The first two upgrades were successfully delivered on schedule in June and November 2009. It’s the biggest change to PAYE processing in 25 years and the further upgrade in April 2010 will build on the changes that have already been implemented.
NPS is working very well. HMRC are, however, aware of some specific issues that might affect tax agents and advisers following its introduction. They want to let you know what action they’re taking, or what you need to do to put things right.
