Source · Select Committees · Public Accounts Committee
Recommendation 3
3
Accepted
Understand digital service replacement capacity and ensure minimum telephone service for all customers.
Conclusion
HMRC has been too willing to let its telephone services fail in the hope this forces people to use its digital services instead. HMRC estimates 66% of calls it receives could be handled online instead. It hopes that by encouraging customers to use digital services it can free up its helplines for vulnerable customers and customers with complex affairs who need to speak to an adviser. However, not all services are available online, and where they are available they do not always provide the reassurance that customers need. HMRC has been too quick to restrict access to its telephone services before ensuring replacement digital services are fully in place. In 2023, it trialled some helpline closures with only two days’ notice to taxpayers, and reversed a decision to close them permanently from April 2024 following criticism from stakeholders. HMRC said it recognises that not everybody can go online and that vulnerable customers may need additional support. It has increased the number of staff supporting vulnerable customers by 20% and has provided £5.5 million additional funding to community and voluntary organisations. recommendation HMRC should ensure it understands how far its digital services can replace telephone services and what level of telephone service it needs to retain to meet customers’ needs - including those of small businesses. HMRC should ensure it meets a minimum level of service for all customers, including those 7 million customers HMRC estimates can’t use digital services. 4
Government Response Summary
The government states it has expanded Extra Support teams and funded community organisations, and will publish a Transformation Roadmap in 2025 outlining plans to extend digital services, ensure digital inclusion, and support customers who cannot interact digitally.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented HMRC encourages customers to use its online services wherever possible. However, HMRC recognises the importance of providing phone support for those who need it, including customers who cannot use digital services, or who need some assistance to do so, vulnerable customers and those with more complex tax affairs. HMRC estimates that 20% of its customers might need assistance to interact digitally, with 1-2% of customers within that group digitally excluded. HMRC’s Extra Support teams have recently been expanded, and funding has been provided to voluntary and community sector organisations that assist customers with HMRC interactions. The department will continue to inform its transformation and digital-first ambitions with research to ensure its approach to digitalisation is in line with customer needs. This includes thorough user research to inform newly digitised services and wider social research to keep pace with customer contact preferences and tax regime-specific needs. HMRC will publish a Transformation Roadmap in 2025, outlining plans to extend digital services and tools to provide better customer service for customers, including small businesses, and agents. It will include measures to ensure digital inclusion and support customers who cannot interact digitally.