HMRC has launched a new service for those seeking help with their tax credits through Alexa, Amazon’s virtual assistant.
Those who have the device can ask for information on certain topics on tax credits but can’t submit anything through Alexa and we’re told the device won’t store any personal information. It could therefore be easy to question what this really adds to what is already available through the website and other means.
Despite these limitations, the security-minded may feel uncomfortable with this development and the thought of where it might lead.
But given so much of the tax gap arises through errors and failure to take reasonable care, perhaps anything which helps taxpayers navigate the maze of rules should be welcomed. Nonetheless, cynics may see this as just a way to reduce costs in the longer term – letting Alexa answer questions rather than HMRC staff.
The use of Alexa adds to HMRC’s tech focused services, which already includes Twitter, Facebook, HMRC’s app, online forum and webchat as well as the more straightforward online services. But with these less formal means of communication, should we be questioning how HMRC will use the information we pass on and whether we can rely on what they provide?
The safety of our personal data has never been of greater concern. However, a quick glance at HMRC’s Twitter feed shows that although HMRC advises individuals not to post personal data, it can be hard to ask a meaningful question without doing so. It’s also easy to find instances of how a taxpayer’s question could be misunderstood by HMRC, who then may provide an unsuitable response.
By introducing services through Alexa, is HMRC providing more assistance to those who may not need it and ignoring those who really do need help with accessing information?
With 8.4% of adults in the UK having never used the internet, and the rate rising to 20% of disabled adults, perhaps HMRC should focus on supporting these individuals who already have limited ways to access HMRC web-based services?
Home >Articles > Alexa: what about the non-tech savvy?
Alexa: what about the non-tech savvy?
HMRC has launched a new service for those seeking help with their tax credits through Alexa, Amazon’s virtual assistant.
Those who have the device can ask for information on certain topics on tax credits but can’t submit anything through Alexa and we’re told the device won’t store any personal information. It could therefore be easy to question what this really adds to what is already available through the website and other means.
Despite these limitations, the security-minded may feel uncomfortable with this development and the thought of where it might lead.
But given so much of the tax gap arises through errors and failure to take reasonable care, perhaps anything which helps taxpayers navigate the maze of rules should be welcomed. Nonetheless, cynics may see this as just a way to reduce costs in the longer term – letting Alexa answer questions rather than HMRC staff.
The use of Alexa adds to HMRC’s tech focused services, which already includes Twitter, Facebook, HMRC’s app, online forum and webchat as well as the more straightforward online services. But with these less formal means of communication, should we be questioning how HMRC will use the information we pass on and whether we can rely on what they provide?
The safety of our personal data has never been of greater concern. However, a quick glance at HMRC’s Twitter feed shows that although HMRC advises individuals not to post personal data, it can be hard to ask a meaningful question without doing so. It’s also easy to find instances of how a taxpayer’s question could be misunderstood by HMRC, who then may provide an unsuitable response.
By introducing services through Alexa, is HMRC providing more assistance to those who may not need it and ignoring those who really do need help with accessing information?
With 8.4% of adults in the UK having never used the internet, and the rate rising to 20% of disabled adults, perhaps HMRC should focus on supporting these individuals who already have limited ways to access HMRC web-based services?
.tmb-editorspic.jpg?sfvrsn=df04ab27_1)
