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HMRC internal manual

Debt Management and Banking Manual

Debt and return pursuit: VAT: IT Systems: features of DTR

Some of the most widely used facilities are as follows:

Trader

This is a useful tool as all of the customers details can be viewed from this application including bank details, name, address, BFs (brought forwards), RFIs (reason for interest) and so on.

One of its main and most useful functions is the find trader facility. This allows you to enter details you do know (for example, trading name, postcodes and so on) and the trader application will attempt to match the customers that meet the criteria.

Trader Accounts

If you have the necessary permissions, ‘Trader Accounting’ allows you to access customer’s records, amend customer’s details, and view customer’s accounts. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  

To-do list

Rather than create a multitude of various reports, the to-do list allows caseworkers to select the appropriate criteria and run the report themselves. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  

Reason for Interest (RFI)

RFI is a means of flagging a customer and shows that an office or a team have a current interest in a customer. All customers will have at least one RFI recorded, which will show the LVO to which they are schemed. There are two types of RFI, those which you create and set locally, and those that are created nationally but set locally (for example, insolvency or schemed to office(This content has been withheld because of exemptions in the Freedom of Information Act 2000) ). The RFI will also flag up as a user interest on Electronic Folder. Historic cases will continue to show an RFI and user interest on EF(This content has been withheld because of exemptions in the Freedom of Information Act 2000)  

Brought Forwards (BFs)

The BF dates are used to remind the caseworker that action is, or should have been, completed by the pre-determined date. The caseworker can run daily reports, which will highlight all the BFs that are due. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

Notes

The notes facility allows the caseworker to record information on a customer; for example, phone calls, decisions made, and so on.

There are two sections to the Notes screen:

  • Scratchpad - This stores the current information and can be transferred to the Info log when required. It is a temporary area where text can be written. Once it is full the notes should be transferred over to the Info log. Users should clearly identify themselves by adding their name, location and if possible, their phone number.
  • Info Log - This is a permanent note field and entries to this area, automatically records the author’s name, date and time of entry (from system log on). Notes from the scratchpad can be transferred to the permanent info log by clicking the top right hand button entitled ‘move scratchpad to info log’.

Care must be taken when updating the notes pages; information should be kept concise and inappropriate words or comments should not be used.

Under the Data Protection Act the customer can request to see any information we hold on them. Any embarrassing comments could put the Department in a difficult position, especially if the case goes to tribunal.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)