Source · Select Committees · Public Accounts Committee
Recommendation 8
8
HMRC continues receiving millions of calls despite digital-first ambition and roadmap plans.
Conclusion
HMRC has been working to become a ‘digital-first’ organisation since 2010 and hopes to replace traditional forms of contact with digital services.13 It said its research shows that 86% of customers say they are willing to deal with HMRC digitally or would prefer to do so.14 Despite this, HMRC still received 36.7 million telephone calls in 2023–24.15 It said it will be publishing a digital services roadmap in Spring 2025 to set out the digital services it is expecting to develop and the investment it needs.16
Government Response
A response document is linked to this report, dated 6 May 2025. Response attribution to this conclusion has not been verified. Read the response document ↗