Latest Digital Support update from HMRC

Oct 14, 2019


The latest update from HMRC is set out in this area.

Digital Support Services (DSS) – update for VCG

Agent Forum (AF)

As at the end of Aug 2019 the Forum has over 1197 Agent subscribers, up 23 since the last progress report. And 158 HMRC staff. Other performance metrics for August include over 135k views (up 10k), 5738 posted messages (up 454) on 1133 current topics (Up 74), 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.

We continue to both build our Subject Matter Experts (SMEs) capability, recruiting from across HMRC to improve the quality and timeliness of issue resolution responses. We also continue to build our Agent Forum platform upgrade on to the MS Dynamics platform. We are currently planning pre go-live, ‘Test & Learn’ and data migration activities. The new service is expected to available w/c 7 Oct 2019. Necessary comms will be published in advance, to prepare agents for the changeover.

Our priority after delivering issue resolutions to agent enquiries, is building our internal HMRC SME engagement capability and focusing on rolling out the new platform, which is being developed as an Agile project.

 We continue to publish our weekly digest email to all registered Agent forum members; this will be the key vehicle in communicating about the new platform upgrade. It regularly 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 also continue to work closely with the Issues Overview Group (IOG) on widespread queries and have scheduled a F2F meeting for 28 November 2019, which is being organised currently. 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.”