LITRG reacts to HMRC’s Transformation Roadmap

LITRG welcomes many of the improvements and new services planned, including those that enable people to self-serve, get more reassurance within digital services and to track progress of interactions with HMRC digitally. 

HMRC’s flagship announcement relates to a renewed Pay As You Earn (PAYE) service, which is hoped will enhance the self-serve capabilities of the PAYE system for 35 million taxpayers.

Victoria Todd, Head of LITRG, said: 

“This is an ambitious plan with the potential to transform the taxpayer experience, but aiming for 90% of transactions to be carried out online by 2029-30 is a big challenge and there are barriers to overcome to get there. This includes ensuring that people can quickly and easily verify their identity to access digital services in the first place– something which continues to be problematic for some taxpayers in our experience. 

“We support HMRC’s ambition to be a digital-first organisation, but to get there, it needs to ensure that the services provided are fit for purpose, for both taxpayers and HMRC. 

“If taxpayers can’t get the reassurance, help and support they need from these services, it will place continued strain on traditional contact methods like phone and post, undermining the digital agenda and damaging trust in the tax system. 

“The focus on protecting digitally excluded and vulnerable customers is to be welcomed as is the commitment to provide targeted support for those who need it through adviser-led services. 

“Today’s roadmap is lacking in some detail about timelines and how HMRC will measure progress against their roadmap. We look forward to seeing this further detail, which is important so that HMRC can be held to account as the transformation gets underway.” 

^{Notes for editors} 

1. ^{HMRC’s Transformation Roadmap: https://www.gov.uk/government/publications/hmrc-transformation-roadmap}