How will the needs of customers who need extra help evolve over time as we modernise the way we interact with customers, and how can we use future technology to better support these customers?
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?
The project focuses on tax administration and how governments can better support taxpayers, aligning with the question's theme of modernizing customer interactions and using future technology to support customers.
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Tax on Demand - Empowering Accountants to Better Advise SMEs Using Machine Learning and Intelligent Automation.
Approximately 99% of the private sector businesses in the UK are SMEs, who rely on professional service firms for finance, insurance and legal services - specialisms usually outside their normal areas of expertise - to s...
Funded by: Innovate UK
Why might this be relevant?
The project addresses how technology can better support customers by automating the client review process to provide valuable tax advice for SMEs.