HMRC

Questions from the HMRC:

Modernisation and Reform- Channel use - Channel shift What are the best ways to design a customer contact strategy for maximum uptake of digital channels, while still maintaining excellent and accessible services, supporting vulnerable customers and customers who need additional help through an appropriately paced transition? HMRC, 2024

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Modernisation and Reform- Channel use - Digital propensity model What proportion would be capable of; self-serving through digital channels, would need support to do so, and would be digitally excluded from using such services? HMRC, 2024

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Modernisation and Reform- Channel use - Digital propensity model What is the digital capability of the HMRC customer base? Does this change over time and, if so, how? HMRC, 2024

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Closing the Tax Gap - Compliance approach - What works internationally What novel/innovative approaches do other tax authorities use to prevention and redress non-compliance in areas such as small business and research & development, and what can be learned from them of relevance to the UK context? HMRC, 2024

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Closing the Tax Gap - Compliance approach - Understanding public perceptions of fraud What is the public perception of tax fraud in respect of; the scale and severity of fraud, the most common customer groups participating in fraud, the likelihood of detection and the consequences of committing fraud (segmented by behaviour, customer group and tax type)? HMRC, 2024

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Closing the Tax Gap - Compliance approach - Impact of reliefs What are the compliance implications of tax reliefs? HMRC, 2024

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Closing the Tax Gap - Compliance approach - Key events in the lifecycle of a business How and where in the events in the lifecycle of a business can HMRC most effectively support small businesses to get their tax right? HMRC, 2024

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Improving customer service - Customer experience - Administrative burdens How common are various administrative burdens and what is their impact on customer experience? HMRC, 2024

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Improving customer service - Customer experience - Support tools 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? HMRC, 2024

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Improving customer service - Customer experience - Support tools How can HMRC provide better support through our digital services to reassure customers when meeting their tax obligations? HMRC, 2024

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Improving customer service - Customer experience - Support tools How does HMRC compare to best practice and what current and future technologies could be utilised to improve customer experience? HMRC, 2024

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Improving customer service - Customer experience - Support tools How can HMRC use and evaluate how effective technological solutions are for customer contact, such as webchat, asynchronous messaging, apps and digital accounts? HMRC, 2024

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Improving customer service - Customer experience - Resource effectiveness What are the implications of effective resource usage for contact centre opening hours and staff training, staff allocation between phone and webchat, and signposting to digital services? HMRC, 2024

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Improving customer service - Customer experience - Resource effectiveness How can we most effectively use resource (such as, permanent, contingent and outsourced staff) to optimise customer experience of the service provided? HMRC, 2024

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Improving customer service - Customer experience - Resource effectiveness What is the relationship between customer experience and revenue outcomes? HMRC, 2024

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