14th July 2011KAI: Business Taxes Large Business Panel Surveys: More for Less KAI Business Taxes Research Gertrud Malmersjo Adam Roberts PROTECT

LBPS: More for Less Presentation Overview Background and Introduction Overview of the Panel and Benefit of Approach Using the Information from the Panel Partnering with Academics Key Considerations More for Less - Recap

Why does HMRC research large businesses? HMRC has a strong focus on customer satisfaction and regularly researches all its customers Large businesses is a small but important customer group – there are approx 9,000 in the UK (>50m turnover or >250 employees) Large businesses have complex tax affairs and make a significant contribution to the UK economy Research provides in-depth understanding and evidence for policy-making so that we can increase compliance Regular survey to large businesses since 2008

Why a panel approach? How can we increase knowledge but minimise research burden? Commissioned feasibility study and consult with stakeholders In 2010 – a longitudinal study: Large Business Panel N=6000 Customer experience survey 20 min telephone survey Run in the autumn Funded by HMRC Tax Opinions survey 20 min telephone survey Run in spring Funded by HMRC & ESRC

What are the benefits? Building up in-depth picture over time One vehicle for all research Reducing time & costs Maximising data usage Reaching more stakeholders Increasing Flexibility

Using the information from the panel: HMRCs customer centric strategy Stabilise and improve the customer experience Create sustainable cost reductions Maximise revenue flows

Using the information from the panel: Stabilise and improve the customer experience About 2,000 of the largest businesses now have a CRM Key to businesses experience of HMRC, named contact with knowledge about the business CRMs capacity to handle queries is key to satisfaction: Ensuring that your queries are dealt with effectively Respond within agreed timelines Willingness to help The survey has followed the take up and experience of CRMs since 2008 Survey feedback indicated that other businesses would like to see a single point of contact too, so in 2010 the Customer Co-ordinator was introduced

Using the information from the panel: Create sustainable cost reductions Majority of businesses have experience of real time working The approach appears to have an effect on certainty and speed of resolution Subsequent surveys explore potential impacts on businesses as well as whether businesses can be encouraged to use real time more

Using the information from the panel: Maximise revenue flows The surveys look at risk from a variety of perspectives: Assess changes made in HMRC to accommodate the new approach Seek businesses opinion on the risk review process Look at the potential impact on businesses internal structures

Using the information from the Panel Panel Sources Administrative Data Customer Experience Survey Tax Opinions Survey Information Transactions Usage Awareness Opinions Behaviour

Combining information from the Panel Administrative Data Customer Experience Survey Tax Opinions Survey Both Surveys matched to admin data Mismatched Churn Data flaws Data levels Panel Core: Two surveys converge Detailed cases Over time Further analysis Powerful tool for policy development

How the Panel will inform the Policy Process The policy process involves: gathering evidence on what the current problems are working up options available for change identifying what customers need and how it will impact them making sure ideas work in practice enabling customers to comply with the policy checking when implemented it has the intended results

Partnering with the ESRC Scoping & Planning Meetings & Correspondence Workshops Procurement Agency – ESRC Advised Academic – ESRC Lead Dissemination Peer Review Data-lab HMRCESRC Research Agency Academic Advisor Admin Data Customer Experience Survey Tax Opinion Survey Customer Experience Survey Tax Opinions Survey

Partnering with an Academic Advisor Buy in Can add weight Development Expert & independent Reporting Coauthored Report Dissemination Bridge the gap Implementation QA & problems shared Analysis Multiple perspectives

Key Considerations Design Attrition and refreshment strategy Identify unit of analysis (UK parent) Identify longitudinal questions Management of research Scope the evidence need Focus on the benefits of the longitudinal research Identify questions that complement information already sourced Results Build on the information provided in each survey to increase capacity to input evidence in the policy process

More for Less - Recap Benefits of a Panel ApproachTime seriesOne vehicle Using the Survey InformationCore sample overlap Less Ad-hoc research = less burden Partnering with Academics Increased expertise & secondary analysis Shared cost LessMore

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