Tracking mechanism key to HMRC’s digital future, says CIOT

Welcoming additional resources for HMRC (in response to the Government’s spending review) the CIOT raises a key point for HMRC to consider as the department continues on its journey to becoming a digital-first organisation. The Institute recalls its previous findings that more than one third of attempts to contact HMRC are to chase progress on existing matters. Investment in an external tracking mechanism to allow taxpayers and agents to follow up queries and check that correspondence has been received and is being dealt with could eliminate the need for this follow-up work.

The response also urges caution around some of the other announcements. For example: ‘HMRC are going to “eliminate all outbound post with limited exceptions such as letters which generate revenue for the Exchequer”. HMRC need to reassure us that protection will remain for those who are digitally excluded.’