It’s always been clear that introducing paperless processes was a priority. It’s the way the world’s been moving and your feedback told us it would mean greater efficiencies and ease of doing business for you and your clients. Let’s be honest, it was in our interest too.
But process change on this scale takes time and rarely happens quickly. Except perhaps when there are exceptional circumstances.
We were looking at how to introduce these changes earlier this year, when Covid-19 restrictions meant we had to work from home almost overnight. With an urgent need to minimise disruption for you and your clients, especially in the run-up to tax year end, Covid-19 was a huge catalyst for change.
We quickly discovered new ways of working together. Although we expedited change, we made sure we fully considered the implications and weighed the risks of any decisions. And we were always guided by our driving principle – what’s the best thing to do for the customer?