Source · Select Committees · Public Accounts Committee
Recommendation 1
1
Accepted
Committee takes evidence from HMRC on 2023-24 performance and customer service.
Conclusion
On the basis of a report by the Comptroller and Auditor General, we took evidence from HM Revenue & Customs (HMRC) on its performance in 2023– 24 and its customer service.1
Government Response Summary
The government states it is actively exploring the use of callbacks and will launch procurement for a new Contact Service platform in spring 2025, aiming for it to be in place by 2026-27.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. and is actively exploring the use of call backs using their current service. The department will be launching the procurement of a new Contact Service platform in the spring of 2025 with an expectation that it will be in place in 2026-27. The requirements for that new service meet those set out in this recommendation.