Her Majesty's Revenue and Customs (HMRC) Case Study (PDF ...

Case study: Her Majesty's Revenue and CustomsHer Majesty's Revenue and Customs (HMRC)is responsible for collecting taxes and duties,paying benefits and credits as well as importand export (Customs) controls of goods andservices. As part of this responsibility theyproduce the Integrated Tariff of the UnitedKingdom, which sets out the duties andmeasures affecting the import, export andtransit of goods to and from the UK. The Tariffconsolidates UK specific data with the EUTARIC data.TSO has been providing services for theproduction of the Tariff since beforeprivatisation from HMSO in 1996. In 2006 TSOwas successful in securing this contract tocontinue providing print and production servicesfor the Tariff until 2010 and have recentlyextended this agreement to the end of 2010.The challengeThe information provided in the Tariff is constantlychanging and it is vital that users of the publicationhave access to the most up-to-date content at alltimes. This is further complicated by the fact that thepublication is produced in multiple formats, meaningthe updates need to be co-ordinated to ensure thatusers of all versions have consistent information.The solutionAll formats of the Tariff are published by TSO on asubscription basis, with a new consolidated editionproduced each January. Users then receivemonthly updates from February to November. Thisensures that subscribers always have access to themost up-to-date information available.TSO publishes the Tariff in a range of formats.Customers are able to purchase a single product ora combination of formats to suit their needs. TheTariff is available:In printThe printed version of the Tariff is produced in threeloose-leaf volumes. Subscribers are sent theupdated pages which they can use to replace thecorresponding pages. This ensures that theminimum number of new pages are printed eachmonth. To further reduce the environmental impactof the printed Tariff, it is produced on 100%recycled material.Online and CD-ROMThe electronic versions of the Tariff are alsosearchable and alert users to updates, with ‘stoppress’ notices. Replication of the A-Z index andclear navigation icons make it quick and convenientto look up duty rates and classifications. Multi-userlicences are available for customers that intend tomake the electronic versions of the Tariff availableon more than one workstation.Part of the Williams Lea GroupFor more information, visit www.tso.co.uk

Case study: Her Majesty's Revenue and CustomsVia the eTariffThe eTariff provides the content of the Tariff as adata feed, which is updated on a monthly,quarterly or annual basis. Data may be suppliedin ASCII & EBCDIC versions.TSO also provides HMRC with a range ofsupport services including; marketing, ordertakingand customer services, warehousing andfulfilment. A dedicated helpline for subscribersprovides support for customers and enablesTSO to gather information on the types ofenquiries received. TSO provides HMRC withregular management reports, including monthlywebsite statistics and reports on customerservices and sales.An annual HMRC Integrated Tariff User Surveyoffers subscribers the opportunity to feedback onhow they use the Tariff and how satisfied theyare with the product, enabling TSO to work withHMRC to identify any areas for improvement.Service mixTSO provides HMRC with the followingservices:• Multi-format production• Order-taking and customer services• Warehousing and fulfilment• Marketing• Market analysis• Editorial• Print production• Website management.Next stepsTSO makes an ongoing commitment to HMRCto re-invest in the electronic versions of theTariff. Current projects include work to enhancethe search facility and ‘stop press’ section.Results• Perceptions of the services TSOprovides to Tariff customers are verypositive, with 94% of those whocompleted the 2008 user survey ratingus as excellent, very good, or good.