Source · Select Committees · Public Accounts Committee
Recommendation 26
26
Accepted
Prioritise introducing secure digital channels for customers to submit files and messages.
Recommendation
Last year HMRC acknowledged that is behind many other organisations in enabling customers to communicate securely through digital channels. In 2022–23, approximately 70% of the 22 million items of correspondence HMRC received came in through the post. In January 2025 we therefore recommended that as part of its digital roadmap HMRC should prioritise introducing systems for customers to submit files and send secure messages electronically to HMRC.48 The roadmap was due to be published in Spring 2025.49 HMRC told us that it sends “out a lot of paper outputs” and customers receiving post were then inclined to ring or write rather than using HMRC’s digital channels.50 42 Comptroller and Auditor General, Report by the Comptroller and Auditor General, published alongside the 2019–20 Accounts, HC 891, November 2020, para 2.40 43 C&AG’s Report, paras 10, 2.12 44 Qq 44–45, 58 45 Q 44 46 C&AG’s Report, para 2.12 47 Qq 46, 50 48 Committee of Public Accounts, HMRC Customer Service and Accounts, Third Report of Session 2024–25, HC 347, 22 January 2025, para 4, p 5 49 Q 74, Committee of Public Accounts, Oral evidence: HMRC Customer Service and Accounts 2023–24, HC 347, November 2024 50 Q 76 16
Government Response Summary
The government accepts the recommendation and states it is implemented, committing to publishing a Transformation Roadmap this summer. It also plans to increase digital channel use, reduce paper post, and procure an enterprise Customer Relationship Management (eCRM) platform by the end of 2025-26 to transform customer interactions.
Government Response
Accepted
HM Government
Accepted
4.3 The government agrees with the Committee’s recommendation. Recommendation implemented 4.4 HMRC has written to the Committee alongside this Treasury Minute response. 4.5 HMRC is changing how it interacts with customers, delivering a more streamlined, efficient tax system by increasing the use of digital channels allowing customers to self-serve, making it quicker and easier to meet their obligations and reducing the instances where customers need to call or write to HMRC. 4.6 HMRC is building in mobile messaging updates to customers at varying points in their HMRC journeys to provide them with reassurance, manage their expectations and reduce progress chasing calls. 4.7 HMRC will publish a Transformation Roadmap this summer, bringing together HMRC’s strategic and transformation ambitions into a single, public document. 4.8 The government is focused on modernising HMRC to become a digital-first organisation, having committed to reduce the volume of paper post sent whilst maintaining this provision for critical correspondence and the digitally excluded. 4.9 By the end of 2025-26, HMRC will procure an enterprise Customer Relationship Management (eCRM) platform, providing advisers with a complete picture of customers’ tax affairs, transforming how HMRC interacts with customers. The platform will support the government's aim for HMRC to modernise its systems, improve customer service, and close the tax gap.