Paul Gilhooley. Debt Management and Banking

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1 Paul Gilhooley Debt Management and Banking 1

2 HMRC Purpose, Vision and Way Our Purpose We make sure that the money is available to fund the UK's public services We also help families and individuals with targeted financial support Our Vision We will close the tax gap, our customers will feel that the tax system is simple for them and even-handed, and we will be seen as a highly professional and efficient organisation Our Way We understand our customers and their needs We make it easy for our customers to get things right We believe that most of our customers are honest and we treat everyone with respect We are passionate in helping those who need it and relentless in pursuing those who bend or break the rules We recognise that we have privileged access to information and we will protect it We behave professionally and with integrity We do our own jobs well and take pride in helping our colleagues to succeed We develop the skills and tools we need to do our jobs well We drive continuous improvement in everything we do. 2

3 Your Charter Our role We make sure that the money is available to fund the UK s public services by collecting taxes and duties as laid down by Parliament. We help families and individuals with targeted financial support. We want to give you a service that is even-handed, accurate and based on mutual trust and respect. We also want to make it as easy as we can for you to get things right. Your rights What you can expect from us: Respect you Help and support you to get things right Treat you as honest Treat you even-handedly Be professional and act with integrity Tackle people who deliberately break the rules and challenge those who bend the rules Protect your information and respect your privacy Accept that someone else can represent you Do all we can to keep the cost of dealing with us as low as possible Your obligations What we expect from you: Be honest Respect our staff Take care to get things right 3

4 HMRC Debt Management Strategy We support HMRC S purpose which is to make sure money is available to fund the UK s public services by collecting overdue payments and returns. 4 Debt Management Strategy V 1.1

5 Key Facts DMB services: all HMRC customer groups, all taxes and duties and all lines of business: Business tax Personal tax Benefits & Credits Enforcement & Compliance Key Debt Management Metrics 09/10 Total Revenue Passed to Debt Management Collected March 10 receivables balance Revenue Losses 436bn 86.5bn 67.9bn 27.7bn 6.3bn Customer Groups Plus: Taxes And Duties MCS NIC Credits SA PAYE CT VAT Excise Enviromental Individuals Idividuals Micro Large SMEs Businesses Businesses X X X X X X Debt recovery for EU member states Debt recovery for other OECD authorities with bi-lateral treaties Child Maintenance Enforcement Commission (tracing) Department for Work and Pensions (joint working pilots) Student Loan Co. (tracing) 5 Debt Management Strategy V 1.1

6 Strategic Approach Supporting payment on time making it easy for individuals and businesses to pay us on time, or early, by promoting new payment methods including direct debit, debit card and credit card early publicity around our planned introduction of the first elements of the new Powers framework for late payment introduced by FA 2009 Help for those in difficulty greatly improved access to Time to Pay arrangements for those in temporary difficulty launch of the Business Payment Support Service in November 2008 reformed policies on late payment surcharges and penalties (now legislated in FA 2009) no penalties for those genuinely unable to pay who contact HMRC before we take action to arrange instalments Effective action against those who don t engage increased telephone capacity enabling earlier contact by phone across a much wider time base improved legislative framework new penalties for late payment, coding out small debts, charging the debtor for HMRC court costs segmenting the debtor population to enable risk-based targeting of interventions swifter and more effective 6 Debt Management Strategy V 1.1

7 Key objectives & principles Pre-empt and prevent debt through improved access to support and education; better choice of payment methods and structures Move work upstream: engage with those in difficulty ahead of due date (easier and less worrying for taxpayers, easier and less costly for HMRC) cut out long winded, repetitive and ineffective reminder cycles earlier targeted contact based on the intervention most likely to secure payment, at the lowest cost and at the earliest time Use analytics and segmentation to optimise interventions: tone and content designed and tailored to the behaviour and circumstances of the taxpayer Improve debt handling single contact resolution, swifter intervention champion/challenger continuing improvement of chosen strategies and actions, added efficiency through automated decisioning and prioritisation optimisation of level and tone of communication. improved customer service through clear and effective communication All based on commercial best practice and aimed at reducing costs, faster roll rates, reduced debt balances, improved customer behaviour and improved age profile of debt 7 Debt Management Strategy V 1.1

8 Thank You Questions? 8

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