In Treasury minutes dated 3 April 2025 the UK Government has set out its responses to the Public Accounts Committee reports on HMRC customer service.
The Government agrees with the following recommendations:
Putting taxpayers’ needs (including the needs of small businesses) at the heart of HMRC decision making: although HMRC contend that this is already the case noting that the Exchequer Secretary has made improving customer service one of the three priorities for HMRC.
Giving callers to HMRC helplines accurate waiting-time estimates not cutting callers off and offering a callback service: the response notes the anticipated procurement of a new contact service platform in spring 2025 with expected deployment in 2026/27.
Sufficient resources should be allocated to HMRC customer service ‘now and in the future’ to ensure it meets performance targets: HMRC are to publish a ‘Transformation Roadmap’ in 2025 outlining...
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In Treasury minutes dated 3 April 2025 the UK Government has set out its responses to the Public Accounts Committee reports on HMRC customer service.
The Government agrees with the following recommendations:
Putting taxpayers’ needs (including the needs of small businesses) at the heart of HMRC decision making: although HMRC contend that this is already the case noting that the Exchequer Secretary has made improving customer service one of the three priorities for HMRC.
Giving callers to HMRC helplines accurate waiting-time estimates not cutting callers off and offering a callback service: the response notes the anticipated procurement of a new contact service platform in spring 2025 with expected deployment in 2026/27.
Sufficient resources should be allocated to HMRC customer service ‘now and in the future’ to ensure it meets performance targets: HMRC are to publish a ‘Transformation Roadmap’ in 2025 outlining...
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