HMRC - Service Design direction, coaching

and inclusive design expertise

Implementing an inclusive and accessible tax service with HMRC

Project aims:

Supporting HMRC to create an accessible Capital Gains Tax service in line with policy and regulation changes. 

From April 2020, anyone who has made a Capital Gain when they disposed of a property will have 30 days to declare and pay the tax. Currently, users typically take 10 to 22 months to pay the tax and there are three different services that users can use. I supported the Capital Gains Tax team at HMRC with Idean to create an inclusive service that enabled users to declare and pay for their Capital Gain Tax easily with 30 days.

Approach

I supported the team to fully understand the current end-to-end experience as well as defining the user needs, user stories and policy requirements for the future end-to-end service design.

We took our service re-design through a Discovery and Alpha GDS service assessment and I supported the team to prepare for entering Beta phase. 

Outcomes and impact:

Live HMRC capital gains tax service and Service design confidence built within the team

The main outcome fo this project was the capital gains tax service redesign; however, the confidence that was grown in the team around service design was also a brilliant and a key outcome.