Overall objectives
- Some of the specific issues the CTG Gift Aid Issues working group have highlighted, what impact they have and how they are addressed by HMRC
- How we might be able to engage with the CTG for research purposes in order to adopt a closer understanding of the challenges associated with Gift Aid – portal users who are 100% reliant on the gov.uk service
- Your perspective of the issues or circumstances which lead to some elements of Gift Aid being unclaimed.
Focus for our programme
- Platform resilience
- On going security enhancements
- Significant investment of time & effort
Alongside
- Addressing any of the usability issues which may limit the use of the service or discourage users from claiming gift aid
What’s not in focus
- The Future of Gift Aid is not within our remit, but we do have sight of their programme
Questioning the numbers
126,000
£540+ M
Service data. Loads of it but it’s fragmented and raw.
Service Design Objectives (user focused):
- Customer Satisfaction
- Lowering the cost per submission/transaction
- Completion and usability
- Digital take-up