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Digital communication with HMRC

20 November 2023 / Allison Plager
Issue: 4914 / Categories: Comment & Analysis , digital services , HMRC , Admin
Living in hope

Key points

  • HMRC wanted to understand why taxpayers may choose not to use digital channels for communicating.
  • The more complex the issue the less likely the taxpayer would try sorting it out online.
  • The most popular means of contacting HMRC in preference to digital was the telephone.
  • Older taxpayers were most likely to use the post.
  • Accessing guidance on GOV.UK was popular.

If you need to find the answer to a problem and the only way to do that is to go the source of that problem do you prefer to speak to a person or interract with a chatbot? Perhaps it’s my age (reader I regret I am not 25) but I prefer to have contact with a real person – I find chatbots frustrating slow and impersonal.

So it was interesting when Andrew Hubbard in ‘This week’ Taxation...

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