Single Customer Account

 

The Single Customer Account (SCA) programme of work from HMRC is a long-term initiative to create a single digital platform for taxpayers to interact with HMRC. The SCA will replace the current system of multiple websites and portals, and will provide taxpayers with a single place to manage their tax affairs.

The SCA programme of work is still in its early stages, but HMRC has set out a number of key objectives for the project. These objectives include:

  • Making it easier for taxpayers to manage their tax affairs: The SCA will provide taxpayers with a single place to view and manage their tax information, pay their taxes, and communicate with HMRC.

  • Improving the customer experience: The SCA will be designed to be user-friendly and easy to use. HMRC will also work to improve the customer experience by providing better support and guidance to taxpayers.

  • Reducing the cost of tax administration: The SCA is expected to reduce the cost of tax administration by streamlining the processes that taxpayers and HMRC need to follow.

My core focus within the Single Customer Account was building enabling patterns. Initially our team was given the scope of creating a digital service, however following multiple rounds of research we understood the scope of the work needed to shift to provide value to HMRC.

What was initially discussed as a digital service developed into a data architecture pattern for other HMRC teams to ensure HMRC’s records are standardised and accessible for HMRC digital services. Creating patterns and reusable components saves time for other teams, standardising journeys for citizens and saving stakeholders time and money.

The SCA has the potential to be a major transformation for HMRC and for taxpayers. The SCA could make it easier for taxpayers to manage their tax affairs, improve the customer experience, and reduce the cost of tax administration.

Here are some of the benefits of the Single Customer Account (SCA) programme of work from HMRC:

  • Easier for taxpayers to manage their tax affairs: The SCA will provide taxpayers with a single place to view and manage their tax information, pay their taxes, and communicate with HMRC. This will make it easier for taxpayers to keep track of their tax affairs and to comply with their tax obligations.

  • Improved customer experience: The SCA will be designed to be user-friendly and easy to use. HMRC will also work to improve the customer experience by providing better support and guidance to taxpayers. This will make it easier for taxpayers to get the help they need when they need it.

  • Reduced cost of tax administration: The SCA is expected to reduce the cost of tax administration by streamlining the processes that taxpayers and HMRC need to follow. This will save taxpayers money and will also free up HMRC resources to focus on other areas, such as tackling tax evasion and avoidance.

The Single Customer Account (SCA) programme of work from HMRC is a positive development that has the potential to make it easier for taxpayers to manage their tax affairs, improve the customer experience, and reduce the cost of tax administration.