HMRC has unveiled ambitious plans in an attempt to improve customers’ experience when interacting with them and that will see the tax payers taking more control over their tax affairs. Through the introduction of a new PAYE online service
Perhaps one of the main complaints that are raised by customers is the frustration in waiting times trying to get through to someone on the phone to deal with a query that requires further discussion and or immediate action. Like most businesses online access is by far the speediest way to obtain resolution and contact through personal tax accounts – assuming an employee for example has registered, or the HMRC app.
The Government is seeking to improve further the services that it provides to customers and for HMRC, proposals will see more development around digital self-serve options for customers, the new online service for all PAYE taxpayers will make it simpler and easier to check and update their income, allowances, reliefs and expenses . Longer term plans also reveal the intent to ensure that there is more data sharing across government departments that would support in policing potential non-compliance issues across various tax departments such as the Valuation Office Agency (VOA) that deal with property taxes etc, amongst others.
The government announced plans for their new Transformative Roadmap stating:
“This roadmap details the actions that HMRC will take to achieve each of these priorities and the changes that customers can expect to see. It also sets out how the department will deliver change differently, in close collaboration with partners and stakeholders across the tax and customs system, and it puts shorter-term changes in the context of the government’s longer-term vision for tax and customs administration”.
The HMRC are to focus on 3 key priorities as set out by The Exchequer Secretary which are to: improve day-to-day performance and the customer experience; closing the tax gap; and reforming and modernising the tax and customs system.
The new roadmap details the actions that HMRC will take to achieve each of these priorities and the changes that customers can expect to see. The plans will see investment in funding for improvements to the growth and expansion of online access via use of digital platforms, as mentioned this will build on the existing platforms for access via Personal tax Accounts or the HMRC app.
Funds are being invested to reshape the online experience for customers and will assist HMRC in freeing up time for Agents to focus on targeting those seeking to deliberately break the law.
Improving customer experience
The department will become a digital-first organisation with a minimum of 90% of interactions undertaken digitally by 2029 to 2030. This will be an increase from around 76% currently, through expansion of the range and type of online services it will provide.
Closing the tax gap
The government has agreed extra investment for 5,500 new compliance officers who will work with improved tools and receive training to identify those at risk of non-compliance, The government is also investing in 2,400 more debt management officers, who will work to reduce the debt balance by using targeted debt collection activities towards those who can pay but choose not to, and by automating processes to collect lower value debts.
Reforming and Modernisation of the tax system
HMRC will overhaul its legacy IT infrastructure and invest heavily in AI, data capabilities and new platforms that increase the security and efficiency of HMRC’s operations through addressing compliance issue more quickly. HMRC will also simplify and modernise the tax administration framework, with a focus on simplifying tax rules and reporting thresholds, making it easier for customers to understand their liabilities.
Details of the Plans can be found here: HMRC Transformative Roadmap
