Rhonda Howlader (Chair) - HMRC
Alison Bainbridge – HMRC
Helen Hargreaves – HMRC
Caroline Close - HMRC
Claire McKenzie – HMRC
Pauline Dunham – Employer rep
Tracey Crank – Employer rep
Brian Comber - Payroll rep
Phyllis Freedman – Employer rep
Lynette Knight - Employer rep
Josie Smith - Employer rep
Polly Parrott - Employer rep
Denis Maden - Employer rep
Carol Swift – Employer rep
Graham Francis – Employer rep
David Whitaker – Employer rep
Sarah Eason – Employer rep
Nicki Williams – Employer rep
Nahid Khan – HMRC
Alison McCrave – Employer rep
Alison Paling – Employer rep
Sam Mann – Employer rep
Alison Hull – Employer rep
Nahid Khan
Tel: 0191 225 3950
Email: Nahid Khan
RH welcomed everyone to the meeting and introduced new member Nicki Williams to the panel.
HH gave a presentation on the recent Employer Usage and Attitudes research. She explained that BCU had lead responsibility of understanding employers and had commissioned GfK NOP to carry out some extensive research across the employer population.
The overall objectives for this research programme were to:
She then went on to explain what the finding were and that they would be used as a basis of improvement programme for employers based on what HMRC learned from the study.
RH then advised the panel that she wanted their views on two particular issues to also feed into the report.
Employers have told us that contact with HMRC is often difficult. What are the main issues that frustrate employers when contacting us? How might we put these right? Are there any quick wins?
Employers have told us that they are often not clear what support is available when they need help with payroll tasks. What products are available to employers? How should we raise awareness of these across the employer community.
A considerable discussion followed with all outputs recorded to supplement the existing research.
AP: RH to link panels findings to Usage and Attitude findings.
RH told the panel about a new ‘e’ change of circumstances form that will allow employees to notify HMRC electronically about certain changes in their circumstances. She reminded the panel that it is quite common for HMRC to hold out of date details in respect of individuals and stressed that by encouraging employees to tell HMRC about changes in their circumstances would mean a significant reduction in outbound contact to employers – particularly form MS120. She asked the panel if any of them were aware of the new form and what they thought about the concept of it. The panel were all in agreement that anything that reduced contact with HMRC was a good thing and a few members had already used it. She advised the panel that HMRC were now embarking on a publicity campaign to highlight this new e-form and asked members to actively support the new process using any means at their disposal to publicise the service to their employees.
AP: AB to email link to e-form to panel members.
CC gave an update about the new system that is being introduced for processing PAYE records as part of ongoing improvements to customer service and internal processes. She explained that a major IT upgrade will enable better and more efficient processing, and for the first time all PAYE records will be available on one centralised database. The new PAYE Service will be introduced in early July 2009 and made available to staff progressively over three weeks. HMRC will ensure that staff who deal directly with customer enquiries get access to the new system first.
The PAYE rules and the PAYE processes operated by employers or their agents (accountants or payroll bureaux) are not changing, nor is the data held by HMRC.
The new system will create one single record of an individual’s PAYE pay and tax and national insurance details to enable HMRC to deal with enquiries at the first point of contact and manage the demand for its services more effectively. It will mean improved accuracy through increased automation and better processes and the ability to manage work nationally without geographic constraints. This will allow the Department better to handle peaks of work.
The new service is a key part of HMRC’s plan to create a more professional and efficient Department.
To introduce the new PAYE system, there will be a temporary periods of planned service interruptions which will extend beyond the immediate introduction of the new system while outstanding records are updated. HMRC will work hard to deliver normal levels of service during this time but there could be delays in the response to enquiries and/or correspondence in respect of individual employees, including where it relates to information held on HMRC’s National Insurance computer system. During this period HMRC will still be able to provide general advice and guidance but will be unable to answer specific questions regarding individual National Insurance records or the most recent PAYE changes. There will be a corresponding temporary effect on the Department for Work and Pensions (DWP) operations as well. Arrangements are in place within DWP to ensure payment to new and existing customers is maintained throughout the period of interruption.
CMc gave a demonstration of the PAYE Desktop Viewer (PDV). This is a new application that is currently being trialled. It is an alternative to the existing DPS Portal Viewer. The DPS Portal Viewer will remain in place and is not impacted by PDV.
The PDV is a desktop application that customers will download from the HMRC website, install on their PCs / laptops, and use to receive, store and view codes and notices. The PDV allows you to:
PDV is aimed particularly at those who;
The trial is expected to run up to the end of September, with a view to making PDV available to everyone in October 2009.
None
29 September at Bush House.
