HMRC Self Assessment Cessation beta

This service aims to solve the problem of… 

users who are self-employed who may want to stop filing with HMRC if they no longer have income.  

users who have non-trading income (for example landlords) who may want to stop filing with HMRC if they no longer have income.  

users who are HMRC staff, for example caseworkers, who process requests and provide support and guidance to the customer 

the team has developed its understanding of the whole problem and has rescoped accordingly, for example, by including the ending of self-employment alongside Self Assessment cessation. 

the team has developed detailed service maps, including one for the offline options for customers. 

the team is working well with a range of internal teams and suppliers, for example: creating a dedicated team of cessation caseworkers; working with the letters team to improve and align letters with the new service; and with Pega to make the caseworking system more efficient. 

by using existing customer data, the team has designed a short and simple user journey for customers. 

well rounded Performance Framework with metrics that clearly link to hypotheses and user needs 

the team were eager to explain how they had improved their ways of working over time, such as being included in elaboration sessions, having more efficient communications on requirements 

it is impressive that not only are the team making source code open where appropriate but they are also contributing to a Pega marketplace allowing for components to be easily shared resulting in a consistent experience for users and reducing development time for future projects 

The service was rated red for point 1 of the Standard 

During the assessment, we didn’t see evidence of:  

research observing users interacting with the private beta service in real time to identify additional needs