The UK's tax authority, HMRC, is facing criticism for its inadequate digital services and persistently poor phone service. A parliamentary committee accused HMRC of deliberately providing a subpar phone service to encourage online usage, but HMRC denies this claim. The committee recommended prioritizing new systems to facilitate electronic interactions with HMRC.
The UK tax authority, HMRC , is facing criticism for its inadequate digital services and persistently poor phone service . A parliamentary committee , the Public Accounts Committee (PAC), accused HMRC of deliberately providing a subpar phone service to encourage customers to use online channels. The PAC found that HMRC 's phone service reached an all-time low in 2023-24, with call abandonment rates skyrocketing due to overwhelming demand.
Nearly 44,000 customers were cut off after waiting 70 minutes for an advisor, while only two-thirds of calls were answered, and the average wait time exceeded 23 minutes. Despite a push towards online services since 2010, HMRC has failed to adequately reduce the reliance on phone calls. Telephone demand remained high, with 37 million calls made in 2023-24. Sir Geoffrey Clifton-Brown MP, chair of the PAC, expressed deep concern, stating that HMRC, as a vital government agency, has a responsibility to provide citizens with the highest standards of service. Instead, the committee observed a concerning trend of declining service levels, suggesting a deliberate policy of degradation. Clifton-Brown urged for bold leadership to guide HMRC towards recovery.HMRC's chief executive, Jim Harra, refuted the PAC's claim of a deliberate strategy to worsen phone service, asserting that the agency has made significant improvements, reducing call wait times by 17 minutes since April 2022. However, the PAC maintains that user experience with HMRC's digital services falls short of acceptable standards. The committee recommended prioritizing new systems within HMRC's digital roadmap to facilitate electronic file submissions and secure messaging. This, they believe, could lead to cost savings that could be reinvested in improving overall service quality. The PAC's report highlights a concerning disconnect between HMRC's assertions about the quality of its digital services and the experiences of taxpayers and their agents
HMRC UK Tax Authority Digital Services Phone Service Parliamentary Committee Public Accounts Committee (PAC) Online Services
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