Report on HMRC Customer Service: NAO Findings and Recommendations for Improvement

• NAO report on HMRC’s customer service levels published on 15 May 2024
• HMRC’s strategy to move towards digital services noted, but not as effective as hoped
• Recommendations include developing more realistic plans for cutting services replaced by digital channels and adopting a more customer-focused approach
• NAO recommends reducing avoidable and expensive forms of contact
• HM Treasury announces additional £51 million in funding to improve HMRC’s phoneline service
• Commitment to ‘digital first tax administration’ reiterated, but recognition of need for reliable traditional contact methods

Source: taxscape.deloitte.com

Note that this post was (partially) written with the help of AI. It is always useful to review the original source material, and where needed to obtain (local) advice from a specialist.

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