The latest update on the Agent Forum from HMRC is set out below.

Agent Forum (AF)

“As at the end of September 2019, the Forum has over 1,229 agent subscribers, up six since the last progress report, and 153 HMRC staff. We continue to both build our subject matter experts (SMEs) capability, recruiting from across HMRC to improve the quality and timeliness of issue resolution responses and on building our Agent Forum platform upgrade. The Agent Forum re-platforming has now gone live into Private Beta, with live cases migrated across. Other performance metrics carried forward from the old platform include over 143,000 views (up 7,000), 6,126 posted messages (up 234) on 1,193 current topics (up 44), all since July 2017. These messages are moderated daily with appropriate responses given, as determined by subject matter, related traffic generated, and referrals provided by line of business.

“Our priority, after delivering issue resolutions to agent enquiries, continues to be enlisting formal internal HMRC SME engagements and focusing on establishing the operation of the new form, dealing with ‘fixes’ as they are identified.

“We continue to publish our weekly digest email to all registered Agent forum members. It summarises traffic posted on the forum during the previous seven days, with dedicated links to specific issues raised. System metrics show that it continues to significantly increase agent engagement and forum views. In light of the new platform having been rolled out, we will keep this service under review, particularly as new functionality enables subscribers to sign up for customised alerts.

“We also continue to work closely with the Issues Overview Group (IOG) on widespread queries. A key responsibility of the IOG group to jointly determine what the ‘widespread’ issues priority classification should be for earliest resolution. A face-to-face meeting has been set up for 28 November 2019.

“The Digital Customer Support Services (DCSS) Agent Team is staffed by a Service Manager and 2.5 full-time Issues Resolution Managers (IRMs), who moderate and run the forum.”