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

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Source

This question was published as part of the set of ARIs in this document:

HMRC Areas of Research Interest 2024

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Related UKRI funded projects

  • 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

    Lead research organisation: UNIVERSITY OF EXETER

    Why might this be relevant?

    Addresses how HMRC can best support customers through tax administration research.

  • 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

    Lead research organisation: UNIVERSITY OF EXETER

    Why might this be relevant?

    Focuses on enhancing tax policy and customer experience through research.

  • Administrative Data Research UK - HMRC Research Future Strategy

    HMRC will carry out exploratory work to progress HMRC’s future strategy to improve research through HMRC’s administrative data. This work will also support work of HM Treasury (HMT) as part of the policy partnership with...

    Funded by: ESRC

    Lead research organisation: Her Majesty's Revenue and Customs (HMRC)

    Why might this be relevant?

    The project focuses on HMRC's administrative data research strategy, which may indirectly impact customer support through digital services.

  • 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

    Lead research organisation: EASY AS 123 LIMITED

    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.

Similar ARIs from other organisations

Behaviour change and tax policy, including distributional impacts What are the best ways to design systems and policy to minimise fraud and error in Scotland, while maintaining excellent and accessible services? Scottish Government Department for Tax and Revenues, 2024
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