How can HMRC provide better support through our digital services to reassure customers when meeting their tax obligations?
Background
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.
Next steps
Get in touch with ari.mailbox@hmrc.gov.uk
Source
This question was published as part of the set of ARIs in this document:
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Related UKRI funded projects
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Tax Administration Research Centre
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
Why might this be relevant?
Addresses how HMRC can best support customers through tax administration research.
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Joint Exeter-IFS Tax Adminstration Research Centre
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
Why might this be relevant?
Focuses on enhancing tax policy and customer experience through research.
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Easy As 123: balance
The project is to take the work we've been doing since 2018 -- creating a full financial data processing system with Client Relationship Management \[CRM\] called kEAper that we will sell on licence to anyone working wit...
Funded by: Innovate UK
Why might this be relevant?
The project focuses on financial management skills for self-employed individuals, which is related to tax obligations, but does not directly address HMRC's digital services.