Source · Select Committees · Public Accounts Committee
Recommendation 1
1
Accepted
Committee reviews HMRC's 2022-23 performance based on Comptroller and Auditor General's report.
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 2022–23.1 HMRC published its annual report and accounts for 2022–23 in July 2023.
Government Response Summary
The government states it agrees HMRC should be sufficiently resourced and highlights a £0.9 billion cash increase for HMRC from the 2021 Spending Review, including over £130 million for enhancing digital services.
Government Response
Accepted
HM Government
Accepted
The government agrees with the committee’s recommendation. 1.2. The government agrees that His Majesty’s Revenue & Customs (HMRC or the department) should be sufficiently resourced. The 2021 Spending Review set out that HMRC will receive a £0.9 billion cash increase over the Parliament, from £4.3 billion in 2019-20 to £5.2 billion in 2024-25. This includes over £130 million of investment to enable HMRC to enhance its digital services. The government believes that, with the 2021 Spending Review investment, HMRC’s digital services address the needs of many taxpayers and their agents. These digital services are highly rated, with customer satisfaction scores exceeding 80%. The government supports HMRC’s strategy for developing modern services and encouraging customers to self-serve online. HMRC is engaging with stakeholders about how to ensure all taxpayers’ needs are met as HMRC encourages more people to online self- service. Ensuring that HMRC make the best use of online services will allow it to help more taxpayers as well as get the most out of every pound of taxpayers’ money by boosting productivity. HMRC’s helpline and webchat advisers will always be there for those taxpayers who need support because they are vulnerable, digitally excluded or have complex affairs. HMRC estimates that around two thirds of the telephone contact that it currently receives is for tasks that can be carried out using its online services instead. For example, HMRC received more than 3 million calls on getting a tax code, resetting an online password or getting a National Insurance number in 2022-23.