HMRC Blows £175m on Fancy AI Toy from Quantexa – Because
Nothing Says “We’ve Fixed Customer Service” Like Another Expensive Tech
Fantasy
Morning, you long-suffering taxpayers still stuck on hold for an
hour, waiting two years for a refund, or filling in quarterly MTD
returns while HMRC’s own staff take half a million sick days.
In their latest act of breathtaking delusion, HM Revenue and Customs has just signed a 10-year, £175 million deal with British tech firm Quantexa. That’s £17.5 million a year
of your money going on some AI-powered wizardry that’s supposedly going
to magically transform the taxman from a national embarrassment into a
sleek, efficient machine.
Quantexa’s system will hoover up HMRC’s data, mix it with external
sources, and then – allegedly – help spot fraud, hidden company
networks, and even “fix unintentional errors” faster. It’ll also
supposedly assist customer service staff. Yes, the same customer service
that’s been in freefall for years.
Let me translate the corporate bollocks into plain English:
HMRC admits their performance is so dire that public dissatisfaction
is rising, so instead of fixing the basics — answering the bloody phone,
processing refunds in less than 18 months, or stopping phantom £2.8
billion demands to corner shops — they’ve decided to throw £175 million at an AI system.
This is classic HMRC behaviour. Their IT track record is legendary
for all the wrong reasons (remember Fujitsu? Horizon? The endless MTD
delays?). Now they’re banking on AI to do what competent management and
proper staffing have failed to do for over a decade.
Here’s what this shiny new toy will actually be brilliant at:
- Finding more ways to hammer small businesses and self-employed people for minor errors
- Spotting “suspicious” expense claims from sole traders earning £60k
- Building even bigger databases on every one of us
- Generating more automated penalty points
And here’s what it almost certainly won’t fix:
- The hour-long hold music torture
- Two-year refund delays
- Deadline day phone hang-ups
- Pension tax calculation cock-ups
- Trivial £47 demands to pensioners
£175 million. That’s enough to answer the phones properly for years.
Enough to sort the backlog. Enough to give decent service to the people
who actually pay their wages. Instead, it’s going on another grand
“digital transformation” project that will probably end up costing
double and delivering half while some consultants laugh all the way to
the bank.
This is what happens when a failing organisation refuses to admit the
problem is management, culture, and accountability — not lack of fancy
tech.
Tax does have to be taxing.
But when HMRC spends £175 million on AI to “improve performance” while the basics remain an absolute disgrace, it’s not taxing — it’s institutional denial on an industrial scale.
Well done, JP Marks and the rest of the gang. Another shiny toy to play with while the public seethes.
Amazon “HMRC AI Overlords Survival Kit” Suggestions
(affiliate links – because you’ll need these while the robots come for your records)
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