HMRC Work IT Out

Work IT Out is an innovative programme designed and delivered by Tinder Foundation (now Good Things Foundation). The project embeds HMRC benefits advice and guidance in UK online centres. The online centre network is a diverse group of community and grassroots organisations. The common feature of all UK online centres is that they embed digital support in existing community development work. Tinder Foundation and the UK online centres network understand that digital and social exclusion are inextricably linked; this often leads to UK online centres delivering a number of services and opportunities which benefit their community, with digital as just one part of this wider offer. Many UK online centres also provide outreach learning sessions in the local community. These make their services more accessible, and are often necessary to overcome geographical and financial barriers, as well as confidence and motivational barriers, for learners that would not consider attending a formal learning environment. This programme builds on the holistic support that UK online centres already deliver, and funds them to integrate this with support that responds to queries relating to HMRC services. These cut across personal and business uses, covering Child Tax Credits Working Tax Credit, Child Benefit, personal tax, and business tax. Often, this support is related to transitional points in the lives of individuals, and the Work IT Out advice service offers wider support to help people move into work, set up a business, or look after a new child. HMRC’s business tax functions have migrated online, but their benefits system remains offline. For this reason, delivery partners were not obliged to support clients through digital. However, all delivery partners are part of the UK online centres network and actively sought to integrate computer use into the advice process, either at the point of engagement, or by referring the client to digital inclusion support within the centre.

Context: The national network of UK online centres managed by Tinder Foundation supports 250,000 people each year to develop basic digital skills through a combination of online learning and community support. This support already includes help for those who need to use government services online, both by building their confidence, motivation and skills to do so, and also by providing assisted digital support for those who face specific barriers such as visual or other impairments.
This pilot has been followed by roll out into HMRC practice as Advice and Guidance, and this activity is ongoing. https://www.goodthingsfoundation.org/projects/hmrc-advice-and-guidance

Key learning points: NEI.

Evaluation: Yes

Information sources: None.

Read the full analysis: https://preview.tinyurl.com/y42wxmm7