Agents Online Self Serve

Overview

The aim of the Agent Online Self-Serve (AOSS) was to improve the online services for tax agents and also to reduce the reliance on HMRC’s agent contact centre.

I spent the project’s discovery phase visiting small to large accountancy firms to understand their ways of working and identify their specific HMRC needs. These needs varied from small agents to the large Deloitte type firms. However one need was universal, the need to replace the paper client-to-agent delegation form (64-8) with a digital authorisation service.

So I designed end-to-end digital authorisation service that enabled agents to search for their clients, specify the taxes that they would represent and then submit an authorisation request via email to the client. The client would then securely accept or reject the authorisation request. This process could be completed within 10 minutes, a vast improvement over the current three-week processing time of the 64-8 paper form.

I also developed a dashboard that provided agent’s with an overview of their clients’ tax affairs and highlighted any compliance issues. I was the lead UX on the AOSS project, managing two senior user experience designers.