UK's HMRC To Review On-Line Services

by Amanda Banks, Tax-News.com, London

25 July 2005

The UK's Paymaster General, Dawn Primarolo, announced on Friday that Lord Carter of Coles will lead a review of HMRC's online services, looking at realising benefits for customers whilst ensuring that the department continues to deliver a sustainable and efficient service that supports compliance.

Announcing the review, Ms Primarolo said: "Online services have been shown to benefit both customers and HMRC. I have therefore asked Patrick Carter to consult with stakeholders and advise us on measures to increase take up of key online services such as Self Assessment, VAT and Corporation Tax. He has been asked to make recommendations about a timetable for implementation that is both manageable for taxpayers and realises the benefits of online filing for all as quickly as is practicable. Patrick is the ideal choice to lead this review, having previously produced a very comprehensive Review of Payroll Services."

Lord Carter of Coles said: "I am very pleased to undertake this task, and encouraged by the rapid adoption of HMRC's online services by employers, with over 60% filing online this year. Appropriate use of technology offers the opportunity for modern Government services that benefit taxpayers and businesses."

In its Digital Strategy published in March 2005 the Government restated its aim to make the UK a leader in digital excellence and its vision of public service delivery transformed by modern technology. The use of Self Assessment (SA) online reached nearly one fifth of SA returns in 2004-05.

Lord Carter of Coles is a member of the Government's Public Services Productivity Panel, and previously led the Review of Payroll Services, as well as chairing other reviews including Commonwealth Games 2002, National Athletics Review, English National Stadium, Criminal Records Bureau, and the Review of Court Estate. He is Chair of the English Sports Council, and entered the House of Lords in May 2004. His remit will be to advise on measures to increase the use of key online services, including Self Assessment, VAT and Corporation Tax, in order to realise benefits for HMRC's customers and to ensure sustainable and efficient service delivery, whilst continuing to support compliance. It will include advice about a timetable for implementation and ways of managing the impacts.

Despite the happy tone of the HMRC announcement, there have been many complaints from users about the department's on-line services, which have struggled to keep up with demand.

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