Research in this theme pertains to how HMRC can best support customers by making it easy to get tax right; customers’ experience of HMRC and how well they perceive delivery on Charter standards. This includes, but is not limited to, their experience across multiple channels such as digital, phone, webchat and guidance and how different tax regimes affect customers in paying their taxes in terms of time taken, financial cost and their overall ease of experience. In addition, we are interested in exploring links between customer experience and ways of working within HMRC.
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How governments administer the tax system is an issue that affects the whole of society. The body charged with this work has responsibility for collecting taxes from citizens in such a way that voluntary compliance with ...
Funded by: ESRC
Lead research organisation: UNIVERSITY OF EXETER
Partially relevant as it focuses on tax administration rather than customer experience optimization.
Good tax design and administration are central to the functioning of the economy. Taxes are important determinants of economic behaviour, and good implementation can significantly increase economic and social welfare. Th...
Funded by: ESRC
Lead research organisation: UNIVERSITY OF EXETER
Partially relevant as it includes research on understanding the determinants of customer experience.