When the collection of tax is the only outstanding matter on a
case, the file can be retained in Debt Management & Banking
(DMB) but where there are ongoing enquiries the case owner will
retain the file. For this reason, the DMB caseworker needs to be
able to access records showing all the relevant details of the
The Case Plan provides a computerised record of all action taken on a case and prompts the DMB caseworker to think actively about what the next steps should be.
The Case Plan database produces monthly reports and statistics about the work done in DMB.
A Case Plan must therefore be created for each case worked in DMB.
Although the Case Plan has been designed to reduce the need for a paper record, the DMB caseworker must still file copies of correspondence with the taxpayer, Notices of Determination ( IHTM38281) and other relevant documents in a case folder.