Research and analysis

Insolvency process pilot research

This research assesses the customer impacts of a pilot for a new process for engaging customers that were deemed to be at risk of insolvency.

From:
HM Revenue & Customs
Published
2 September 2019

Documents

Insolvency process pilot research

Ref: HMRC Research Report 558

PDF, 687 KB, 17 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

The pilot consisted of 2 process channels: red and green. The research was required to assess the customer impacts of the pilot and any areas for improvement.

The study aimed to:

  • understand customers’ experiences of the red and green channel processes
  • understand the customer journey through the red and green channel and the impact of these new processes
  • understand customers’ views of the service they received, with a focus on fairness, helpfulness and timeliness
  • assess the impact of the process on customers’ attitudes and behaviours towards HMRC and whether this has influenced how they would perceive similar issues in the future
  • explore customer suggestions for any improvements to the service
Published 2 September 2019