HMRC Strategy

The latest version of HMRC Our Strategy repeats the three strategic objectives of HMRC:

  • Maximise revenues and bear down on avoidance and evasion;
  • Transform tax and payments for [HMRC] customers; and
  • Design and deliver a professional, efficient and engaged organisation.

These three strategic objectives are to be “achieved” by eight key decisions that HMRC states that it has taken in the way it runs its business.

  1. We are segmenting customers by type and size, and tailoring our customer services based on behaviours, capabilities and the level of risk.
  1. We are promoting compliance and preventing non-compliance as early as possible in each customer’s relationship with us, while responding strongly to deliberate non-compliance.
  1. We are reducing the likelihood of disputes by helping more customers to get their affairs right, but where disputes occur we resolve them by agreement or through litigation — whichever best secures the tax that is legally due.
  1. We are using sophisticated digital tax accounts and other online services as our main way of interacting with customers, making it easier for them to see all their affairs in one place and harder for them to make mistakes — but we’re still providing direct support to those who need it.
  1. We are supporting intermediaries to play an active role in collecting tax and providing data, so we rely less on customers providing their own data.
  1. We welcome the use of agents to represent customers where they add value in helping their clients to get their affairs right.
  1. We are moving towards a more highly-skilled and sustainable workforce through better training, development and by creating a new, modern network of large regional centres.
  1. We are using our assets and capabilities to deliver wider Government aims, and to design new services and systems that other Government Departments can use in the future.

Each of these eight “decisions” is backed up by a short further explanation as to what this means in practice. In relation to the encouragement of the use of agents, decision six, the strategy document states:

“Agents can play a key role in helping people meet their obligations, while also supporting us in our ‘one to many’ relationship with customers.”

The strategy document then goes on to state that there are four strategic principles which underpin the way HMRC seeks to “deliver on” these decisions:

Customer-centric: we understand our customers through data and insight, so we can better tailor and target our support

Simplicity: we design our systems, products and processes around customers, to make it as easy as possible for them to deal with us

Integration: we design a tax system that integrates with third parties and business software

Proportionate and even-handed: we deploy our resources in a fair and targeted way to ensure no one is out of reach

The strategy document page also includes a link to the recently published annual report 2016-17 and Your Charter. You can read our news piece about the latest Your Charter annual report.

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