"Long way to go" to improve customer service within Treasury
18 January 2022
Yesterday, 17 January, the Public Accounts Committee (PAC) held a public hearing with the Treasurer of the States, Richard Bell. The Committee primarily questioned the Treasurer on performance management within the Treasury and Exchequer department, which includes Revenue Jersey, the implementation of the Integrated Technology Solution programme (ITS) and the Government's Covid-19 response. During the hearing, the Committee was informed that:
- Customer satisfaction remains the biggest challenge to improving the performance of the Treasury and Exchequer department. Whilst 2021 saw a steady improvement in this service, the Comptroller of Revenue, Richard Summersgill, said: "there is still a long way to go".
- There is no centralised business case or single cost for the delivery of Target Operating Models (TOM) across the Government.
- Whilst the implementation of the Integrated Technology Solution (ITS) is running according to budget, there have been challenges in keeping to the timescale for its delivery within Treasury. The hearing demonstrated to the Committee that the successful implementation of ITS will be essential to the future delivery of services within the department.
- Whilst online appointments within Revenue Jersey are favoured as time-efficient and inexpensive method of filing online tax returns, it is unlikely that in-person appointments will ever cease to be an option for taxpayers. The Treasurer said he does not expect significant costs to be required beyond 2022 to help the Island recover from the pandemic.
- The Treasurer's key priorities for engagement with the Government's new Chief Executive include discussion of financial budgeting for the new hospital, the development of the ITS programme and the Government Plan.
- The Treasurer is now attending all States Employment Board meetings.
Chair of the Public Accounts Committee, Deputy Inna Gardiner, said: "The Public Accounts Committee thanks the Treasurer and officers for attending today's public hearing. It is clear that the successful delivery of the ITS project will become crucial to the functioning of the Treasury and Exchequer department in the future, however, the resources and benefits of this programme will require continual assessment.
"The Committee would benefit from further clarity regarding the benefits of the Target Operating Model, including a clearer distinction between the number of permanent and temporary staff employed within the department before and after the programme was implemented. We wish to know how the programme has demonstrated value for money and will seek further clarity in relation to this."
