https://gdsdata.blog.gov.uk/all-service-assessments-and-self-certification/hmrc/paye-company-car-tax-live/

PAYE: Check or Update your Company Car Tax - Live Assessment

PAYE for Employees will eventually allow all 41m PAYE employees, those who work for an employer and pay Pay As You Earn (PAYE) income tax, to see what tax they pay and why, with the ability to change/update their particular circumstances/information which govern the amount of tax they pay. Initially the service will allow PAYE employees to view and change their company car tax benefit which will ensure that they pay the right amount of tax based on the company car they have.

Department / Agency:
HMRC

Date of Assessment:
23 March 2015

Assessment stage:
Live

Result of Assessment:
Pass

Lead Assessor:
N. Chowdhury

Service Manager:
L. Hawksworth

Digital Leader:
M. Dearnley


Assessment Report

The PAYE check or update your company car tax service is seeking permission to be branded a Live Digital by Default service on the service.gov.uk domain.

Outcome of service assessment

After completing our assessment we can confirm the PAYE check or update your company car tax service has shown sufficient evidence of meeting the Digital by Default Service Standard and should go Live as a Digital by Default service on GOV.UK. The service can remove any Beta branding once the immediate actions detailed below are complete.

Immediate actions

The team need to complete the following actions before removing the beta labelling from the service.

  • Update the service cookie page to reflect changes in analytics provision
  • Add cost per transaction data to the service performance dashboard.

Meeting the service standard criteria

The panel were particularly impressed with how the team have:

  • established and maintained a well-skilled multidisciplinary team. Agile practices are a natural part of their way of working and there is clearly a good relationship and communication between Service and Product Manager.
  • a deep understanding of their users. They have combined research findings and operational data as evidence to drive improvements to the service through beta. And as user volumes have grown, they are making effective use of analytics data and user feedback from their end of transaction questionnaire.
  • partnered well with other parts of HMRC to remove blockers to service development
  • made progress in making source code open since the beta assessment. It was particularly encouraging to hear from the team that they have already had conversations with outside parties over reuse of the published car tax calculator source code (https://github.com/hmrc/car-tax-calculator).
  • created a service that is easy for users to complete in a short amount of time, using the patterns consistent with those in the service manual.
  • procured and moved to a paid-for analytics provision, providing assurance on the use of data collected from users and how this is stored and managed by the external provider.
  • Published a comprehensive service performance dashboard.

Assisted Digital

The team demonstrated that assisted digital support does not need to be provided at this time. If the scope of the service changes (eg new transactional services are added or the user base changes), the team may need to undertake research with assisted digital users and design, test and provide appropriate assisted digital support which meets user needs.

Recommendations

The team should consider the following as part of the on-going development of the service

  • Working with DVLA to implement the vehicle details lookup API as a priority, or look for alternative means, as the team acknowledged this would greatly enhance the overall experience and speed at which the service can be completed.
  • Create a clearer plan for continuing user research for the live service. This should include more rigorous accessibility testing with a wider range of potential users. For example, users with mobility and dexterity problems, those who use assistive technologies other than screen readers, deaf people who sign as their first language, etc.
  • Test significant new features (eg registration number lookup) with participants’ real data rather than dummy data. The team should also ask participants to bring their company car documentation and use it in testing. Using real data makes testing more rigorous and effective.
  • Continue to evolve plans for channel shift, working closely with the appropriate internal teams to establish realistic targets and plans to achieve them.

Digital by Default Service Standard criteria

Criteria Passed Criteria Passed
1 Yes 2 Yes
3 Yes 4 Yes
5 Yes 6 Yes
7 Yes 8 Yes
9 Yes 10 Yes
11 Yes 12 Yes
13 Yes 14 Yes
15 Yes 16 Yes
17 Yes 18 Yes
19 Yes 20 Yes
21 Yes 22 Yes
23 Yes 24 Yes
25 Yes 26 Yes