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Modernisation and Reform- Data Use - Use of AI models What are the implications of using AI models and what are their impacts on different customer groups? HMRC, 2024
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Modernisation and Reform- Data Use - Protected characteristics What are customer attitudes to HMRC collecting and using protected characteristics data? HMRC, 2024
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Modernisation and Reform- Data Use - Confidentiality Is confidentiality important for voluntary compliance? HMRC, 2024
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Modernisation and Reform- Data Use - Confidentiality Trust in the tax system and the role of confidentiality: are there circumstances when confidentiality should be waived? HMRC, 2024
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Modernisation and Reform- Data Use - Expressed purpose What are public attitudes to HMRC taking opportunities to collect and use data that could help improve wider policy and service delivery for citizens and businesses rather than only for a specific purpose? HMRC, 2024
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Modernisation and Reform- Data Use - Data sharing How should government utilise other data sources from third parties, are there any concerns or benefits from government knowing more about its citizens? HMRC, 2024
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Modernisation and Reform- Data Use - Data sharing What issues arise from sharing data with external/commercial partners and organisations? HMRC, 2024
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Modernisation and Reform- Data Use - Data sharing How can HMRC best collaborate on research or analysis that brings together data from different departments and public bodies? HMRC, 2024
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Modernisation and Reform- Timely Payments - Financially vulnerable customers What are the barriers and challenges for financially vulnerable Self Assessment and corporation tax customers on low-incomes or who have (or are at risk of falling into) tax debt and how can they be best supported? HMRC, 2024
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Modernisation and Reform- Timely Payments - Administrative burdens How would timely payment of Self Assessment income and corporation tax impact on taxpayer’s administrative burdens? HMRC, 2024
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Modernisation and Reform- Timely Payments - Cashflow What are the cashflow implications of Self Assessment for income and corporation tax? HMRC, 2024
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Modernisation and Reform- Timely Payments - Self Assessment taxpayer behaviour – pre-payment What prevents Self Assessment taxpayers from using HMRC’s Estimator Tool for Self Assessment taxpayers and the Budget Payment Plan? And what would motivate more taxpayers to do so? HMRC, 2024
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Modernisation and Reform- Timely Payments - Self Assessment taxpayer behaviour – pre-payment What are the barriers to using pre-payment that our Self Assessment customers face? HMRC, 2024
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Modernisation and Reform- Channel use - Complexity of demand and productivity How is productivity in managing such contact best measured over time to create a comparable time series? HMRC, 2024
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Modernisation and Reform- Channel use - Complexity of demand and productivity How will technological developments and organisational digital transformation impact customer contact demand patterns and productivity? (For example, will the queries advisers handle become increasingly complex with customers using digital self-serve to handle less complex queries?). HMRC, 2024
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Modernisation and Reform- Channel use - End to end customer journey How do customers' experiences in the lifecycle of their engagement with HMRC impact their behaviour (channel use, timely payment, compliance)? For example, how does channel preference differ depending on the nature of the customer’s query? What else impacts a customer’s channel choice, and therefore which channels HMRC should offer customers to make it easy to get tax right (including tax compliance)? HMRC, 2024
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Modernisation and Reform- Channel use - Digital channel messaging impacts How is communication from customers impacted by the stage of contact, HMRC resource strategy and changing economic/political environments? HMRC, 2024
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Modernisation and Reform- Channel use - Digital channel messaging impacts How can HMRC better understand the impact of using different digital communication channels compared to more traditional methods of inbound communication from customers? HMRC, 2024
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Modernisation and Reform- Channel use - Digital channel messaging impacts What will future demographic, economic and other changes mean for future level and mix of demand for HMRC customer services through different channels? HMRC, 2024
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Modernisation and Reform- Channel use - Channel shift What future functionality will HMRC require for this? HMRC, 2024
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