New low point for HMRC service levels

Key points

• The National Audit Office (NAO) has published a report which lays bare the poor state of HMRC services.
• HMRC is correct to develop digital services although its digital-first service approach is at the heart of the problem.
• The NAO is not convinced that digital services offer a like-for-like replacement to traditional communication channels for many issues.
• The report states that HMRC’s work to date has not delivered on the objectives of improving services and cutting costs.
• The NAO report lists a number of recommendations for HMRC to implement.

It may only be May but 2024 has already been a difficult year for HMRC. In February the House of Commons Public Accounts Committee found that HMRC service levels were at an ‘all-time low’ (tinyurl.com/4h5ycvj2). In March HMRC was forced to abandon plans to restrict access to its VAT self-assessment and PAYE helplines...