1. Phil Pavitt
Director General for Change
and Chief Information
Officer
HMRC

2. Channel Shift Live:
Delivering a Channel Shift
Phil Pavitt, Director General for Change and CIO, HM Revenue & Customs
8th December 2011

3. HMRC‟s online services
• HMRC already has mature online services for the highest volume business
processes – Self Assessment, VAT, PAYE, and Corporation Tax
• HMRC receives more than 70 million online returns across all of its tax
regimes
• In 2011, Self Assessment online received 6.9m returns, around 78% of all
returns received
• On 31st January HMRC‟s website is the 3rd busiest in the world
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4. How digital services will help us achieve SR10?
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5. Our Customer Segmentation Strategy
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6. How we are helping those who are unable to access our
digital services
• HMRC‟s Customer Segment Strategy
splits our customers into 7 segments
including those who will „always need
help‟
• We are gathering information about these
customers so we can understand their
specific needs
• HMRC already offers dedicated support
to a range of customers who are unable
or unwilling to use our digital services. We
will continue to provide this same support
in the future.
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7. To summarise…..
• Online self service offers significant benefits to both HMRC and to customers
who fall within the „willing and able‟ and „needs help around life events‟
customer groups
• HMRC is continuing to develop its wide range of online services including the
„OneClick‟ programme and Real Time Information
• HMRC is seeking to fully understand the needs of all customers and the
results will inform our future service development and customer proposition.
• However HMRC does not, and will not, adopt a “one size fits all” approach
and will continue to seek to meet the needs of the diverse population.
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8. Thank You
phil.pavitt@hmrc.gsi.gov.uk
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9. Stephen Baker
Chief Executive
Suffolk Coastal District
Council and Waveney
District Council

10. Channel Shift Live
8th December 2011
Stephen Baker – Chief Executive
Suffolk Coastal DC & Waveney DC

11. A Local Government perspective

12. A reminder – what services do we provide?
• Development Control • Social care
• Housing benefits • Education
• Council tax collection • Trading Standards
• Waste Mgt & Cleansing • Leisure /Parks
• Building Control • Arts and Culture
• Environmental health • Economic development
• Community safety • Housing services
• Car parks • Coastal & Flood
• Elections management
• Emergency planning & • Highways
response • Community
• Libraries development………etc

13. …and who with?
• Other councils
• Health providers
• Central Government Depts and Agencies
• Police
• Universities and Colleges
• Contractors
• Partners…… & Partnerships
• Communities
• Voluntary sector/3rd sector

14. Any other issues?
• Resources and Finances
• Demographic change
• Changes to living and working patterns
• Shift in communications patterns
• Policy context – change and uncertainty
• Economic uncertainty

15. Resources and Finances
• By end of CSR period, 2014/15, after
efficiency gains we will be working with
finances at 2005/06 levels,
• And absorbed inflation of 18-21% [CPI/RPI]
• Autumn statement indicates further pressure
during 2015/16 and 2016/17

16. Despite this level of complexity and
challenge we have no
alternative, indeed, we have an
opportunity

17. Benefits of ‘going digital’
We know that it is:
• Quicker
• Simpler
• Should be Citizen centric
• Better for the user / customer
• Cost effective
• Accessible 24/7

19. What is going to make it happen?
• Superfast Broadband for all
• Planned, effective, transformation to digital
services.
• Moving at speed
• Design for the future, and digital, not the
past, and paper.
• Change in culture.

20. • Breaking down the silos – in local and central
government.
• Review risk management
• Leadership and vision – from councillors and
officers
• ‘Assisted digital’ will be critical
– Two thirds of housing benefit claimants in WDC
and SCDC are still assisted.

21. A Lesson learnt:
• Social media
– Instant
– Overload
– Filtering
– In what role, and in whose name?
– Danger
What next ?

22. Conclusion
• Compelling case for channel shift to on-line /
digital services
• Not ‘if’, but ‘when’….
• An opportunity for transformation in service
provision
• Need to recognise where help is needed
within the community
• Working together will underpin success

23. Thanks for listening…
…and good luck!