We can only achieve our purpose through the skill, dedication and professionalism of our people. You deserve to feel valued, rewarded and connected to the work you do, so through our People Strategy, we’re committed to making HMRC an inclusive environment that engages, motivates and is a better place to work for everyone. 

Representative

We will build and maintain a diverse and inclusive workforce, reflective of all the communities we serve across all grades, groups, and regions. We will:

• increase the proportion of colleagues who voluntarily declare their diversity characteristics in our online HR system to 85%, to enable more accurate equality analysis of employee experience and outcomes.
• increase diversity at our most senior levels, measured via representation rates of women, disabled and ethnic minority, Black and Asian colleagues at Grade 7, Grade 6 and Senior Civil Service roles.
• ensure our promotion and recruitment processes are merit-based, measured by equality analysis of the outcomes of selection decisions.
  
  

We will improve our understanding of customers who have protected characteristics, to enable us to identify the impact of policy and service changes on our customers. We will:

• increase the quality and sources of data about customers’ protected characteristics and improve evaluation of that data to achieve a more accurate understanding of customer needs, experiences and outcomes, and the potential impact of our decisions.
• in advance of all policy decisions or changes, identify those that might impact on customers with protected characteristics, subject those to equality impact assessments and publish the results.
• ensure all large-scale projects and policy change activity undergo equality impact assessments that are reviewed by relevant HMRC committees as necessary.
  
  

Inclusive

We will ensure our physical and digital environments are inclusive and accessible, enabling colleagues to do their best work. To do this we will:

• improve colleague satisfaction rates with how easily and quickly workplace adjustments are provided.
• close any significant gaps in the experience of colleagues from different groups, measured by the ‘Inclusion and Fair Treatment’ themed questions in the Civil Service People Survey.
• close any significant gaps in the retention rates of colleagues from different groups, measured by equality analysis of leaver data.
  
  

We will deliver our HMRC Charter obligations, ensuring that no customer groups are disadvantaged when accessing our services. We will:

• continue to increase the accessibility of HMRC digital systems, maintaining compliance with the Public Sector Accessibility Regulations 2018  and promoting digital inclusion for all HMRC services.
• continue to build our understanding of customers with protected characteristics through data analysis, customer insight and engaging with our VCS partners, channelling what is learnt into delivering improvements to customer experience.
• continue to offer and develop Welsh language services that match our English language services.
  
  

Respectful

We will provide a fair, kind and human culture with a strong sense of belonging, and working environments where colleagues can thrive and learn. We will:

• reduce the level of bullying, harassment, and discrimination experienced by colleagues, measured by the Civil Service People Survey.
• increase the level of reporting of bullying, harassment and discrimination when it does happen and increase the levels of agreement that appropriate actions was taken to address it, measured by the Civil Service People Survey.
• improve colleague experience scores in the Civil Service People Survey.
  
  

We will ensure that colleagues across the organisation have the necessary understanding of HMRC's responsibilities towards customers under the Equality Act 2010, Public Sector Equality Duty and Northern Ireland Equality Scheme. We will:

• continue to deliver training to customer-facing colleagues to build awareness of our equality obligations and how to give customers the reasonable adjustments they are entitled to.
• monitor success through training uptake, colleague feedback and ongoing complaints monitoring.
• provide relevant resources for colleagues, such as equality impacting training, workshops and learning library,​ which will be monitored by colleague feedback.
• continue to strengthen the equality impacting process within HMRC's change process.