Evaluation of the impact of business rates appeals reform on customer experience

This document describes an evaluation of the impact of the Business Rates Appeals Reform, specifically the Check, Challenge, Appeal (CCA) system, on customer experience. The reform aimed to improve the efficiency and user-friendliness of the appeals process. Conducted by ICF Consulting Services Ltd, the evaluation used a mixed-methods approach, including surveys and interviews, to assess customer objectives, interactions with the VOA, and the effectiveness of the new digital channel. Findings revealed that while there were improvements in resolution times and ease of use, customers experienced reduced direct contact with VOA staff, leading to lower trust and satisfaction. The reform also resulted in fewer speculative cases but may deter genuine appeals due to complexity and administrative burdens. The evaluation suggests that while there are some positive outcomes, there are also significant challenges, particularly for smaller businesses, and recommends simplifying processes, increasing transparency, and enhancing online functionality to improve customer experience. **This summary was written by an AI model and therefore should not be considered a definitive summary of the report. If you are aware of inaccuracies, please email evaluation.registry@cabinetoffice.gov.uk.**

Description

• Lead department: Valuation Office Agency (VOA)
• Evaluation stage: A complete evaluation report
• Other departments: No other departments listed
• Evaluation types: Impact evaluation
• Impact methods: Generic research method
• Grant information: This intervention is not distributing funding via a grant
• Government Major Project information: This intervention is not a major project
• Policies: No policies provided

Event Dates

• Event Name: Publication of final results
• Event date: September 2020

Evaluation Costs

• Cost: Not provided

Evaluation sharing

• Link(s) to published report(s): Yes
• Links to evaluation plans: No link provided
• Findings: Not provided
• Permission to share confirmed: Yes