States new joint revenue service to launch next month

Monday 01 October 2018

The new Revenue Service – bringing together income tax and social security contributions functions – will launch on 22 October with a new Director appointed to run the service.

It forms part of the "longer journey of transformation and change focused on integrating the two functions and improving customer experience."

Current Acting Director of Income Tax, Nicky Forshaw, has been appointed as the Director of the Revenue Service. She will lead the design and development of its operations, focusing on customer needs and on the States’ commitment to "transformation and reform", as set out in a policy letter approved by the Assembly in April 2018. 

The launch of the combined service is aimed at providing a platform to deliver more efficient processes, reduce operating costs and improve customer satisfaction, furthering the intentions of the wider Public Service Reform framework.

From the launch date, customers will be able to ring a single number to deal with contributions or tax issues (705700), send post to a single address (PO Box 37, St Peter Port, GY1 3AZ), or submit enquiries or information through one email address (revenueservice@gov.gg).

These changes are accompanied by organisational restructure and ongoing work to replace administrative IT systems. Further integrated services and operational improvements will also be introduced at a later date, with the States saying this includes  "improving and increasing the service’s online functionality."

Regular feedback from customers will be sought in the form of surveys and from the newly established Revenue Service Customer Forum to ensure good customer service is achieved and the Revenue Service will be releasing regular reports on its progress and on any changes to its service provision.

Further information on the Revenue Service and its ambitions for change can be found at gov.gg/revenueservice.