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HMRC internal manual

PAYE Manual

Work management: PAYE work management system: introduction

The PAYE Service is a single database of individual records. It allows for the increased automation of PAYE processes and applies business rules to decide which of the automated activities may need operator intervention. Where necessary a request for a work item is made and passed to a separate IT system ‘PAYE Work Management’ to create a work item.

This guidance explains what happens when a work item is received in PAYE Work Management and the action to be taken.

The PAYE Service will create exceptions generated in day to day business operations. There are approximately 150 different situations in which the PAYE Service will request the creation of a work item. An index of ‘Work Items’ is available at PAYE058.

For each situation, a specific work item type is created. The PAYE Work Management system will generate work items when requested to do so by the PAYE Service and

  • Create work which is nationally owned but centrally managed
  • Allocate and present work items to appropriate roles according to their priority
  • Assign work according to the business needs and capacity
  • Allow users with access to the PAYE Work Management system to carry out actions. For example, BF, close, re-direct and add notes to a work item
  • Allow users with access to the PAYE Work Management system to view and search for work items in order to check the status, notes and history of a case
  • Accommodate the management, recording, tracking, activity and hand off of work items within the system

Alternatively, work items may be manually generated to request follow up action and presented through the PAYE Work Management system.

If as a result of a work item you need to contact the individual be aware of the guidance at PAYE103105.