Recommendation 15

HMRC said it uses email sparingly due to security concerns.42 Several organisations representing taxpayers and their agents wrote to us to highlight the need for a secure digital way to share files and correspondence with HMRC so that communication by post and phone became the exception.43 HMRC acknowledged that it is clearly behind many other 31 Customer service, paras 17, 3.7 32 Q 92 33 Report on 2023–24 Accounts, para 9 34 Q 81 35 Q 82 36 Q 92 37 Customer service, Figure 1 38 Customer service, para 2.28 39 Customer service, para 1.5 40 Report on 2023–24 Accounts, Figure 6 41 Customer service, para 1.14 42 Q 78 43 HCSA0003 Written evidence submitted by Institute of Chartered Accountants in England and Wales; HCSA0005 Written evidence submitted by Association of Taxation Technicians 11 organisations in providing this facility.44 It said it has been exploring ways to digitise its postal services and liaising with other government bodies through the Central Digital and Data Office in the Department for Science, Innovation and Technology and the Government Digital Service.45 It said it envisages customers using the HMRC App and the Personal Tax Account for more secure messaging, and is seeking investment for this development as part of its ‘digital roadmap’.46 44 Q 79 45 Q 80 46 Qq 78-79 12 3 Collecting more revenue Managing tax debt