Webinar: preparing for the next phase of the Trader Support Service - 18 June 2026
Recording of a webinar where we shared an update about the user experience and what the new portal may look like, a first look at key screens and user journeys, and took questions from participants.
Preparing for the next phase of the Trader Support Service (TSS)
Transcript
William Barns-Graham
Good afternoon, everyone, and welcome to today’s webinar on preparing for the next phase of the Trader Support Service, hosted by the Chartered Institute of Export and International Trade for Netcompany. My name is Will Barns-Graham, Head of Content at the Chartered Institute, and I will be your host for today’s session. It is great to see so many of you joining us—a few hundred already—so thank you very much.
We know that the Trader Support Service, or TSS, is important for many businesses managing goods movements between Great Britain and Northern Ireland. Today’s session is designed to provide a practical update on the next phase of the service and explain what users can expect over the coming months. This is the second webinar in a series updating users and stakeholders on these changes. A link to the recording of the first webinar, which took place on 19 May, will be posted in the chat towards the end of today’s session.
Before we begin, a few housekeeping notes. Because of the size of the audience, attendees’ cameras and microphones will remain off. We will have time at the end for a facilitated Q&A. Please submit questions using the Q&A function in Teams rather than the chat. This will help us capture questions properly and direct them to the relevant speakers. There will also be a few short polls during the session to help us understand your current level of awareness and preparation and to allow you to give feedback on the new service. A recording of today’s webinar will be made available afterwards.
We will shortly hear from HMRC about the next phase of TSS. We will then receive an update from Netcompany, focusing on the user experience and what the new portal may look like. After that, the Chartered Institute will give a first look at key screens and user journeys, including the new look and feel. Finally, we will close with a facilitated audience Q&A. The content of this second webinar is quite different from the first, so if you attended the first webinar, please stay with us throughout today’s session. We will go into more detail about the digital service, the user experience and the timeline for the next phase of TSS.
I am pleased to be joined by three speakers: Simon Pettigrew, Head of Strategy and Stakeholder Engagement for Northern Ireland Customs at HMRC; Michal Voyno, Head of Delivery at Netcompany, where he oversees its UK public sector portfolio with a focus on tax and customs engagements; and Hena Elsayed, Trade and Customs Specialist Team Lead at the Chartered Institute of Export and International Trade.
To begin, we will hear from Simon about the next phase of the Trader Support Service, including the wider context for the transition, HMRC’s continued involvement and how users should approach the coming months. Simon, over to you.
Simon Pettigrew
Thank you, Will, and good afternoon, everyone. From HMRC’s perspective, I want to provide some context on the next phase of the Trader Support Service and the steps we are taking to support the transition. I will keep this brief, as the more detailed information will follow later in the presentation.
HMRC remains strongly committed to supporting businesses moving goods from Great Britain to Northern Ireland under the Windsor Framework, ensuring that they can do so smoothly and effectively. The Trader Support Service has been a key part of that commitment since it was established in 2021. The procurement of the next phase demonstrates our continuing commitment to the service. Netcompany, working alongside its partners, has been appointed to deliver the next phase.
I would like to reassure everyone that the service will remain free to use, both for current users and for businesses that begin using TSS once the next phase is operational. The new portal will look and feel slightly different. However, our aim is not simply to change its appearance. We are using feedback from industry and the user research being undertaken by Netcompany and its partners to make improvements that support the smooth flow of goods between Great Britain and Northern Ireland.
We are working closely with both the current service provider and Netcompany to ensure a smooth transition, currently planned for 20 October. My colleagues will explain what that means in more detail. HMRC is heavily involved in ensuring that users understand the transition and know when they need to take the relevant steps.
This webinar is one of a series designed to help businesses prepare, but it is not the only way we will communicate with industry. Please look out for emails and information in the existing Trader Support Service bulletin. Key information about next steps will be provided through those channels. There will also be opportunities to contribute through user research and the private beta or pilot, which will be covered in more detail today.
If you have questions about the current service or need support with goods movements taking place now, please continue to use the existing support channels. You will also hear how to contact Netcompany if you would like to participate in the private beta. For broader questions about goods movements or customs, please contact the Northern Ireland Stakeholder Engagement Team mailbox shown on the slide. That is all from me for now, so I will hand back to you.
William Barns-Graham
Thank you, Simon, for that overview of HMRC’s role in the next phase of TSS and for emphasising the importance of continued engagement as we move towards the transition.
We will now launch our first poll. The question is: how aware are you of the change in service provider for TSS? The options are: not at all aware, somewhat aware or fully aware.
While you answer, Simon, a question raised during the previous webinar was whether there will be any changes to the customs arrangements under the Windsor Framework. Are you able to clarify this?
Simon Pettigrew
Thanks, Will. The short answer is no: the transition to the next phase of the Trader Support Service does not change the customs arrangements under the Windsor Framework.
For goods moving through TSS, all current facilitations and arrangements will remain available. If you move goods under the UK Internal Market Scheme, declare them not at risk, and use Internal Market Movement Information and the Trader Goods Profile to facilitate those movements, you will continue to be able to do so.
If you move goods that are treated as at risk of entering the EU, including through an all-island supply chain or onwards into the European Union, you should continue to declare those goods at risk. The overarching arrangements will remain in place. TSS will continue to support the processes you use today while also improving the service.
William Barns-Graham
Thank you, Simon, for that clarification and the emphasis on continuity.
Turning to the poll results, 47% of respondents said they were somewhat aware of the change in service provider, 22% were fully aware and just under one-third were not at all aware. That gives us a useful sense of the audience’s current level of awareness. Thank you for responding.
I am now pleased to introduce Michal Voyno, Head of Delivery at Netcompany. Michal will provide an update on the next phase of TSS, including the development timeline, the upcoming private beta, transition dates and how user feedback is shaping the service. Over to you, Michal.
Michal Voyno
Thank you very much, Will. I will give a quick overview of the timeline and what to expect.
The first key milestone is the launch of the pilot. From 9 July, a live service will be used by a limited group of traders. If you are interested in participating, please contact us using the details provided later in the presentation. It is critical that real users test the system and give us feedback that we can use to improve it. The system will be live, and declarations will be submitted to the Customs Declaration Service, or CDS.
The next major milestone is 20 October, the transition date. From that point, all new movements must be created on the new platform. The current platform will remain open until 30 November so that users can manage and finalise existing movements. If a movement was started on the current platform, it should be completed there.
We have already begun engaging with API users. If you are integrated with the current platform, you should have received information about connecting to the next phase of TSS.
The new system will look different, but it will align closely with other government services. We have also reviewed the user journey and guidance to make them clearer and more intuitive. We welcome feedback and will continue to improve the service.
During the transition, all new movements created from 20 October must be entered on the new platform. The old platform will no longer allow new movements to be created. However, movements started before that date must be completed on the old platform, including any supplementary declaration.
User profiles will be migrated from the old platform to the new one, so users will not need to re-register. On first login, users will need to reset their password and check that their information is complete and correct. Historical movements will remain accessible through the old portal between 20 October and 30 November, including where a supplementary declaration must be submitted.
User research is very important to us. Since January, we have gathered useful insights from traders, intermediaries and other users. We recognise that the current platform can sometimes be difficult to use, that terminology may be unclear and that the flow may not always be intuitive. We have already acted on feedback and will continue to do so. For example, guidance topics have been reorganised into clearer sections covering moving goods, declarations, using the system, controlled and excise goods, and codes and duties.
If you are interested in helping us improve the service, please scan the QR code on the slide to complete the sign-up form. We will then contact you to hear your views. I am happy to take questions.
William Barns-Graham
Thank you, Michal. That was a very useful overview of the work already under way, particularly the emphasis on improving the digital experience while maintaining continuity for users.
We will now move to our second poll: do you have plans in place to prepare for the next phase of TSS? The options are: no, not at the moment; yes, we have just started; or yes, we are fully prepared.
While people answer, a related question is: how can users prepare for the next phase?
Michal Voyno
Thank you, Will. Attending this webinar is a good starting point. We will hold a number of webinars throughout the year to improve awareness and make sure everyone understands the timeline and what is expected. We will also use the TSS bulletin, so please look out for information through those channels.
If you are an API user, we contacted you in April with the specification for the new platform’s API. If you have not received it, please use the contact details shown on the screen. We have a dedicated technical support team that can help you through the integration process. If you have received the specification, please speak to your IT team to understand what is required for your organisation and contact us if you need support.
If you use the portal to submit declarations manually, a test environment will be made available. This will also be available to API users for submitting test messages and declarations. Access can be requested using the same contact details.
We will also host clinics where users can ask questions and see demonstrations of the system. The most important thing is to engage with the information we send, act on it and contact us if anything is unclear.
William Barns-Graham
Thank you, Michal. Just over 400 people responded to the poll. Of those, 76% said they did not yet have plans in place, 22% had just started and 2% were fully prepared. For those in the first group, attending today means you have already made a start.
I will now hand over to my colleague Hena Elsayed, Trade and Customs Specialist Team Lead at the Chartered Institute. Hena will walk us through the look and feel of the next phase of TSS, including the new interface, menu structure and company profile. Hena, over to you.
Hena Elsayed
Thank you, Will, and good afternoon, everyone. I will take you through a look-and-feel tour of the next phase of the Trader Support Service.
First, the platform is currently in development, so what you see today is not the finished product. It will continue to change over the next few months as user interaction and feedback help us streamline the tasks needed to move goods.
Second, this is a visual tour. The information shown in the screenshots is entirely fictitious and is included only to demonstrate the platform. Although the new platform will look different, the information required to complete movements is not changing. Users will enter the same information as they do now, but their interaction with the platform will be different.
The new portal follows the GOV.UK style and will meet government digital standards. It will also be available in Welsh. If you use the Goods Vehicle Movement Service, or GVMS, the style and format will be familiar. At the top right will be a search function and a navigation menu, which provides access to different areas of the platform. At the bottom right will be a chatbot that can answer basic questions and direct users to relevant guidance. Existing support options, including raising a case or calling the contact centre, will remain available.
Existing users will log in, while new users will need to register. Private beta participants, from 9 July, will receive an email containing a link, instructions and a migration handbook. Users moving to the platform during the public beta from 20 October will also receive a link by email. In both cases, users will need to reset their password on first login. New users will register through GOV.UK and provide their company or business information. Multi-factor authentication will apply to all users.
The menu includes quick access to start a new movement, an overview of common tasks, access to current and past declarations, company profiles, payments and support. The platform will include in-flight guidance, with help text and explanations while users complete a movement or task, as well as short guides and articles. All TSS guidance will be contained within the platform.
The company profile will continue to play an important role. Most existing company profile data will migrate to the new platform. After first logging in, users should review and update their company profile. Only the account administrator can make changes, and the list of users clearly identifies the administrator. The profile contains business details, authorisations, payment methods, access permissions for the Trader Goods Profile, or TGP, and access to GVMS so that goods movement references can be created within TSS.
Businesses using their own duty deferment account, or DDA, as their primary payment method must give TSS access through the CDS dashboard. Without this permission, declarations will not be accepted and will return an error. Private beta participants will receive guidance on completing this step.
Businesses using the Trader Goods Profile must also grant TSS permission to access it. Users will be redirected to GOV.UK to provide access. Once permission has been granted, the company profile will update, and TGP entries can be selected for use in Internal Market Movement Information, or IMI.
The same process applies to businesses that create goods movement references, or GMRs, directly in TSS. They must grant the platform access to GVMS so that it can create GMRs on their behalf.
During the public beta, businesses with a UK Internal Market Scheme, or UKIMS, authorisation and a TGP will be able to grant third parties permission to access them and complete declarations on their behalf.
The move to the new platform is a good opportunity to review company information. Users should remove people who no longer need access, confirm contact details and update personal email addresses to business addresses where appropriate. They should also ensure that relevant authorisations, including UKIMS, are recorded correctly. UKIMS details are required to access the IMI process.
All movements on the new platform will begin with a small number of questions that guide the user to the correct movement option. For example, after selecting a route from Great Britain to Northern Ireland, export declaration options will be removed. The user will then be asked whether they are submitting a customs declaration, an entry summary declaration, or both. Further questions will narrow the options before a check-your-answers page is displayed. Users can review and amend their answers before a declaration is created.
Users will then complete each section of the declaration using the same information they provide today. Each section will include a check-your-answers page. The declarations overview page will provide filters for pre-movement and post-movement declarations, as well as a keyword or reference-number search. Users will also be able to filter for draft supplementary declarations, with the most recent drafts shown first.
Draft supplementary declarations will contain information pre-populated from the customs information submitted before the goods moved. Users will complete the remaining fields, review their answers and submit the declaration. Where duties are due, the declaration status will show that payment is pending.
Finally, the payments area will allow users to view payments that are due or have already been made, grouped by status. That concludes the look-and-feel tour. I will hand back to Will.
William Barns-Graham
Thank you, Hena. That was a helpful first look at the new portal and included useful practical steps on company profiles, permissions and declarations.
We will now run our third and final poll: based on the presentation, how confident would you be using the new portal at this stage? The options range from very confident to not at all confident.
Hena, while people answer, will users be able to provide feedback from within the platform?
Hena Elsayed
Yes. A banner at the top of every screen will explain that this is a new service and that user feedback will help improve it. Whether users are completing a declaration or another task, they can select the feedback option to suggest improvements or share their overall views on the platform.
William Barns-Graham
Thank you. In the poll, 59% of respondents said they were quite confident and 8% said they were very confident. That is encouraging, given that the responses are based only on screenshots at this stage.
I will now hand back to Michal to recap the timeline and key dates. Michal, are you on mute?
Michal Voyno
Thank you, Will, and thank you, Hena. I will briefly recap the dates. The service is now being mobilised. From 9 July, it will be open to pilot users, who can join at any time between 9 July and 20 October. We encourage anyone interested in helping us shape the service to join the pilot. It is also an opportunity to adopt the new service early and avoid being surprised at the point of transition.
On 20 October, the service will transition. From that date, new movements can be created only on the new platform. The old platform will remain accessible until 30 November for closing activities relating to existing movements.
William Barns-Graham
Thank you, Michal. We will now move to audience questions. Please submit questions through the Q&A function rather than the chat, as this helps us manage them and direct them to the right speakers. We will cover as many as possible. If we cannot answer your question today, the team will review all submissions and consider how best to address common themes in future communications and webinars.
Hena, from a user perspective, what should businesses check now in their company profiles or permissions to ensure they are ready for the next phase?
Hena Elsayed
When users move from the current platform to the new one, most of their company profile data will move with them. Users should review and update their company profiles now so that the most accurate information is migrated. This will make the review process quicker when they first access the new platform.
William Barns-Graham
Thank you, Hena. Simon, where should users go if they have questions about the current service rather than broader policy questions?
Simon Pettigrew
If you have questions about using the current service or need support with goods movements, the existing support routes remain available until the current service closes. Please continue to use those channels for advice and assistance.
William Barns-Graham
Simon, we have received several questions about declarations that have not been closed by 30 November. Is there any advice for businesses that may be in that situation?
Simon Pettigrew
We will provide more detailed advice on those specific circumstances. Today we have set out the high-level transition timeline. More detailed guidance on nuanced situations will be provided through the next series of webinars and communications, so please look out for those updates.
William Barns-Graham
Thank you, Simon. Hena, several people have asked about DDA, TGP, GVMS and related services. Are there any common issues users should look out for when managing permissions for these services?
Hena Elsayed
The main issue is that the administrator of the TSS account may not be the person who manages the business’s Government Gateway accounts. To give TSS access to a duty deferment account, for example, someone must log in to the CDS dashboard. If you do not normally do this, you may need help from the person in your business who has access to the relevant external system.
William Barns-Graham
Thank you, Hena. I am grouping questions where possible because many have been submitted. Michal, how will private beta participants be supported, and what kind of feedback is Netcompany looking for during that period?
Michal Voyno
Any feedback is useful. We are looking for views on functionality, user journeys, features, usability, guidance and language. We have invested considerable effort in restructuring the guidance to make it clearer, but we welcome further input.
Dedicated support teams will be available. API users can contact us using the email address provided for technical assistance. Portal users will be supported through further webinars and clinics where they can ask questions and see how the system works. We want to work closely with pilot users throughout the private beta, so I encourage anyone interested to sign up.
William Barns-Graham
Thank you. We are approaching the end of the hour, but I have one final question for Simon. For anyone concerned about continuity, what is the most important message HMRC would like people to take away from today’s session?
Simon Pettigrew
There are two key points. First, there is no change to the service between now and 20 October. Users can continue to use the current service as they do today, unless they choose to participate in the private beta.
Second, the new service will offer the same core functionality. It will look different and include improvements intended to make it smoother and easier to use, but existing functions will remain. This includes claiming a waiver, using a UKIMS authorisation, and using IMI and the Trader Goods Profile.
William Barns-Graham
Thank you, Simon. We have run slightly over time, so I would like to thank everyone for their questions. We cannot answer every question during a webinar of this length, but we will review all submissions afterwards and address common themes in future communications.
Before we close, I want to reiterate one of today’s key messages: users have an opportunity to join the pilot and help shape the next phase of TSS. To register your interest in early access, scan the QR code on screen or email . This is an opportunity to become familiar with the new interface, provide feedback and support testing before the wider rollout.
As Michal mentioned, organisations that sign up before 26 June will automatically be entered into a prize draw for the chance to receive fully funded professional training from the Chartered Institute on Northern Ireland goods movements.
Thank you to our speakers: Simon Pettigrew from HMRC, Michal Voyno from Netcompany and Hena Elsayed from the Chartered Institute of Export and International Trade. Thank you also to everyone who joined us and contributed through the polls and Q&A.
A recording of this session will be shared after the webinar, and a link to the previous webinar from 19 May will be posted in the chat. Please continue to look out for communications from Netcompany and the existing service as we approach the private beta launch on 9 July and the planned transition on 20 October.
Thank you for attending. We look forward to continuing the conversation in future webinars. Goodbye.