Joanna Rowland, Director of Transformation Portfolio at HM Revenue & Customs, presented at the APM Portfolio Management Conference on 17 May 2018.

1. Prioritising a Mega - Portfolio
Joanna Rowland
Director
HMRC Transformation Portfolio

2. HMRC is ambitious
• Record investment to improve
the tax system and our service
to the public
• All of which translates directly
into funding for hospitals,
teachers and other essential
public services
• ‘One of the biggest
organisational transformations
in Europe’
• A mega–portfolio!

3. • More than 15m people have Personal Tax
Accounts – used 32 million times last year
• HMRC mobile app, virtual assistant,
webchats, voice security, tax credits
payment tracker
• Making Tax Digital for Business – VAT and
income tax
• Creating more able infrastructure
• Regional Centres – 12 signed and one
open
• Listening to our staff more – Performance
and Development Conversations
Building our future: Our transformation so far

4. The challenges were growing
Annual budget
statements
And EU Exit
Claim your
Employee
Tax Relief
Changing
demands on our
contact centres

5. So we prioritised
What We Learnt:
•Getting the universe in the room
•Keeping it strategic
•Using a method people trusted and bought
into
•Know the enablers
•Keep the Exec on-board

6. What it was like to lead it
Mike Purvis
Deputy Director
HMRC Transformation Portfolio

7. Questions?