1. Customer Contacts Reduction Project Presentation to QCS Network Seminar 13 December 2012

2. Authority and Driver for CCR Project • Board and Heads of Division approved Project. Clear Governance • Corporate Strategy – “Make it easier and less costly to comply – design and deliver high quality services – develop a contact reduction strategy” • Aims of the Project – to identify, measure, prioritise and take the appropriate actions necessary to remove unnecessary contacts • Result Required • Remove unnecessary work for staff that arises from these contacts • Reduce inefficiencies in our processes while maintaining our high level of customer service

3. CCRProjectTerms of Reference • Initial focus on Pay As You Earn • Prepare an analysis of customer contacts to inform 'marketing' initiatives or other suitable reduction solutions • Identify contacts by type, number and most burdensome to process (internal burden) • Prepare a profile of our contact channels and examine current services as “fit for purpose” • Identify priority contacts for early reduction phase and early inclusion into self service facilities • Inform the development of strategies and solutions to reduce/remove PAYE customer contacts

4. Partnership and Project Plan • Engage Operational and Policy areas, IT support • 20% of contacts equate to 80% of service costs Stage 1 Identify most common contact reasons Stage 2 Measure volumes and burden Stage 3 Prioritise contacts - early solutions & long term strategies Stage 4 Develop and Implement strategies Stage 5 Evaluate and report • Monitor and measure benefits as solutions implemented • Continue to identify, measure, prioritise and develop

5. Project Plan workings and tools used Contact Type Public Office Phone Post

6. Progress to Date and next steps • Identified most common contact reasons across channels • Measuring and analysing burden is ongoing • Quick wins Data Sharing across Operational Areas Improve information on website • New more structured IVR menu • Automated email response Recommendations for IT enhancements

7. Key Achievements • Identified top PAYE customer contact by phone, caller and post • Identified and examined the ‘root causes’ for contact types • Detailed study of management of contact to identify best practice • Identified information/service gaps and recommended solutions • Identified opportunities to reduce contact and initiated solutions

8. Further enhancements • Identified opportunities for additional contact reduction solutions, some of which would involve developments and made recommendations. • Revenue Online Enquiry Form. • Revenue Online Help service. • Introduction of an email service embedded in PAYE Anytime. • Established Email Policy Review Group • Project Ongoing – more to do