HMRC’s latest Digital Support update

Mar 19, 2019

The February 2019 update is set out.

Digital Customer Support Services (DCSS) – Agent Forum (Feb 2019)  Update for VCG

Agent Forum (AF)

As at end of February 2019 the Forum has over 1114 Agent subscribers, up 16 since the last progress report. And 153 HMRC staff. We continue to both build our Subject Matter Experts (SMEs) capability, recruiting from across HMRC to improve issue resolution responses and on the introduction of an Agent Forum platform upgrade; we will shortly be going out to existing users to invite participation in Beta testing of the new system. Other performance metrics include over 92.5k views (up 6.5k), 4107 posted messages (up 234) on 824 current topics (Up 46), all since July 2017; which are moderated daily with appropriate responses given, as determined by subject matter, related traffic generated and referrals provided by line of business.

Our priority after delivering issue resolutions to agent enquiries, continues to be enlisting formal internal HMRC SME engagements and focusing on upgrading the existing platform. Funding has now been approved for this to be implemented by the end of the current financial year. The approved platform is Microsoft Dynamics. We are now entering the planning and delivery stages of associated installation, training and data migration activities.

We are still publishing our weekly digest email to all registered Agent forum members. It summarises traffic posted on the forum during the previous 7 days, with dedicated links to specific issues raised. System metrics show it continues to significantly increased agent engagement and forum views.  

We continue to work closely with the Issues Overview Group (IOG) and increasingly the VCG, who’s membership include Professional Bodies (PBs) representatives, a number of whom also sit on both groups together with HMRC stakeholders. A key responsibility of the IoG group is to jointly determine what the ‘widespread’ issues priority classification should be, for earliest resolution.    

The Digital Customer Support Services (DCSS) Agent Team is staffed by a Service Manager and 2.5 FTE Issues Resolution Managers (IRMs), who moderate and run the forum.” END OF HMRC UPDATE