HM Revenue & Customs - Case Study

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Meeting the demands of Welsh Language Act 1993 with the Welsh Language Unit of HM Revenue & Customs since 2002.

Lee Jones – Welsh Language Scheme Co-Ordinator

Background

With approximately 20% of the population in Wales speaking Welsh, HMRC’s Welsh Language Unit provides an essential capability that ensures Welsh language customer needs are met by the organisation.

“We put our customers at the heart of everything we do and are committed to making it as easy as possible for them to deal with us”, explains Lee Jones, Team Leader of the Welsh Language Unit. “Our aim is to administer tax systems fairly and efficiently by enabling customers to comply with their obligations and receive tax credits and other entitlements. Delivering high-quality Welsh language documentation and materials is critical to our Welsh speaking customers.”

The Fuel’s team work hand in hand with our Welsh Language Unit.

The Challenge

In practice, this means the Welsh Language Unit has the considerable task of producing Welsh language or bilingual variants of most HMRC materials in parallel with the English versions.

“Most people are aware that HMRC is responsible for collecting the bulk of tax revenue in the UK, but they may not be aware that we also pay tax credits and child benefit,” explains Lee, “So at any one time, HMRC has thousands of documents in circulation within the UK, many of which we make available simultaneously to our Welsh speaking customers in Welsh.”

The Fuel have developed an innovative ‘active-client-development program’ which has allowed us to meet the tight turn around times for our workflow.

The Fuel mix excellent customer service with cost-effective solutions that repeatedly allow us to meet our demanding production targets.

The Solution

The HMRC Welsh Language Unit is responsible for creating Welsh language variants of many core HMRC documents, and as a public sector organisation must find efficiencies in all aspects of their work.

“Due to the dynamic nature of the tax year we have regular spikes in our production schedules and some unpredictable work needs,” explains Lee, “as well as the unique characteristics of the Welsh language itself, the complexity and scope of each project requires a deep understanding of our requirements so partnering with a specialist organisation, who can operate ‘on-demand’, is essential if we are to meet our objectives.”

We feel totally engaged and in control of the creative production process.

“The team at The Fuel have effectively and efficiently supported us in delivering our objectives,” Lee recalls, “in the last year alone they have helped us to deliver in excess of 450 projects, including self assessment forms, information booklets, interactive and accessible PDF’s, brochures and direct debit forms.”

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The Fuel’s approach is to build long-term, trusted relationships, allowing efficient working practices to be developed. “The Fuel have developed an innovative ‘active-client-development program’ which has ensured that we have met the tight turn around times for our workflow; by dealing directly with a production manager, rather than an account manager, we feel totally engaged and in control of the creative production process,” describes Lee.

Lee concluded, “The Fuel have a unique ability to mix excellent customer service with cost-effective solutions that repeatedly allow us to meet our demanding production targets in the most cost effective way.”

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