HMRC's Brave New Digital Future

In the event that anyone really cares anymore, given that nothing is ever done to improve things at HMRC, HMRC's recent accounts included data showing that HMRC handled 72.5% of the 65m customer calls it received last year.

This is a significant drop in performance from 79% in 2013-15.

Post handling was not exactly stellar either, 70% of the 15m postal items received were processed within 15 working days - down from 83% in 2013-14.

Homer is quoted by AccountingWeb:

“Our customer service levels slipped this year, but the work we are already doing on digitising our services, using real-time information, and creating online tax accounts for individuals and businesses will help us improve customer service as well as improve voluntary compliance.

Our plans to invest in our people’s skills, data and technology, and new powers announced by the Chancellor will further help us to meet the revenue and efficiency challenges in the Summer Budget.”

Digitisation will solve everything, won't it????

Tax does have to be taxing.

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