Strengthening our relationship with agents and employers

We know that agents represent some 15 million of our customers and that employers act for some 30 million people who pay tax/National Insurance and claim credits. We really value the contribution that both groups make in helping us to deliver our service.

We want to work closely with agents and employers to explore how we can improve what we do to our mutual benefit.

A number of consultative groups already exist and we will work through these, and with agents through local Working Together groups, as well as looking for other opportunities to discuss ways in which relationships with HM Revenue & Customs (HMRC) can be improved.

To add impetus to our intentions we have set up a new Departmental Programme to bring together the work already in hand and to align activity across HMRC. The key aims of the Programme are to:

• Improve service levels for our core services so that agents and employers see a real difference
• Improve our relationship with agents and employers locally and nationally
• Identify opportunities for structural and process changes that will deliver long term benefits for agents and for HMRC.

Brian Redford is the Programme Director and will lead the new Agent and Employer Service Improvement Team which will incorporate the HMRC Tax Agents and Advisers Team (TAAT), Working Together (WT) groups and work within the employer area.

We are keen to hear from agents and employers about the type of changes they would like to see that will lead to service improvement. We will be seeking opportunities to discuss these at meetings and roadshows. Watch this space…