To ensure the tax and social policy system remains highly digital, responsive and secure, we have committed to ensuring that our systems will be (at most) within 1 version of the most current version.
We upgraded our core system, START, to the latest version in October 2023. This was the biggest update to START since we completed business transformation. The upgrade provides quicker access to customer information for our people, enabling them to better support customers, and delivered enhancements to myIR for our customers. Upgrading to the latest version means IR has ready access to enhancements and new features.
In November 2023, we upgraded the voice technology platform our call centres use. New features such as our people being able to see wait times on screen before transferring a customer, and enhanced speech analytics, that give us better insights into why customers call, are helping us to deliver better services. Moving to the new platform means we can now continually enhance features and services for our people and customers.
We also upgraded all IR devices to Windows 11 during September and October 2023. This ensures that our technology remains safe and secure, and our people have access to the latest tools to boost their productivity.
We monitor and report on the availability (access to systems), utilisation (how efficiently systems are used), condition (how up to date systems are) and functionality (how fit-for-purpose systems are) of our key assets to show how our systems are performing. We met all of our targets.
99.9% of serviceable hours that systems were available to users against a target of >99.5%.
- 2023: 99.9%
4.4 average score for assessment of functionality of services against a target of >4.0.
- 2023: 4.2
99.2% average of various asset condition indicators against a target of >95%.
- 2023: 99.0%
97.3% utilisation of infrastructure against a target of >90%.
- 2023: 96.3%
4.85 supplier performance against a target of >4.65.
- 2023: 4.86