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Public Accounts Committee
The House of Commons’ Public Accounts Committee has fired a warning in its annual examination of the department’ performance.
In a report, the MPs drew HMRC’s attention to its reliance on digital services to reduce demand on its call centres. They said it was essential for HMRC to avoid repeating the mistakes of two years ago when it reduced the number of staff in its personal tax unit prematurely, resulting in a disastrous decline in customer service.
The report is here.
