The Financial Secretary to the Treasury has replied to a joint letter, submitted on 1 March 2023, in which the professional bodies had set out concerns around ‘unacceptably low’ service levels and urged the Chancellor to invest in HMRC.
The response from Victoria Atkins acknowledges that ‘some of HMRC’s customer service levels during 2022-23 have not been where they want them to be’ but suggests that at least on some metrics the situation has improved (although HMRC’s monthly and quarterly performance statistics give something of a mixed picture) and restating the government’s (and HMRC’s) prioritisation of digital services:
‘The key to reducing waiting times for customers and improving customer satisfaction even further is offering an easy and simple online service – one where it is much easier to go digital than to telephone or write to HMRC.
‘HMRC are investing in high quality digital services that will help taxpayers get things right first time. This includes Single Customer Accounts that will eventually enable over 45 million taxpayers to view all their tax affairs in one place and complete everyday tasks, potentially reducing customer contact by telephone and post by 30 per cent.’
The Financial Secretary to the Treasury has replied to a joint letter, submitted on 1 March 2023, in which the professional bodies had set out concerns around ‘unacceptably low’ service levels and urged the Chancellor to invest in HMRC.
The response from Victoria Atkins acknowledges that ‘some of HMRC’s customer service levels during 2022-23 have not been where they want them to be’ but suggests that at least on some metrics the situation has improved (although HMRC’s monthly and quarterly performance statistics give something of a mixed picture) and restating the government’s (and HMRC’s) prioritisation of digital services:
‘The key to reducing waiting times for customers and improving customer satisfaction even further is offering an easy and simple online service – one where it is much easier to go digital than to telephone or write to HMRC.
‘HMRC are investing in high quality digital services that will help taxpayers get things right first time. This includes Single Customer Accounts that will eventually enable over 45 million taxpayers to view all their tax affairs in one place and complete everyday tasks, potentially reducing customer contact by telephone and post by 30 per cent.’
