Source · Select Committees · Public Accounts Committee
Recommendation 11
11
HMRC digital service usage and customer satisfaction have significantly increased since 2015.
Conclusion
HMRC said that approximately 70% of interactions with it are digital.21 Since 2015, it has introduced several digital services, including Personal and Business Tax Accounts, an app, and its flagship Making Tax Digital programme for VAT.22 In 2022–23, customers accessed online Personal and Business Tax Accounts and the HMRC app 199 million times, up from 62 million in 2016–17.23 HMRC said that in many instances digital services provide very high satisfaction rates.24 In 2023–24, 83.1% of customers surveyed reported they were satisfied after using a digital service.25
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 ↗