HMRC has achieved an increased take-up of online filing of tax returns ‘on time and within a reduced budget’, the National Audit Office reported. But take-up rates for some taxes have been below original forecasts, and some users have expressed concerns about costs, delays and the quality of assistance provided by HMRC help desks.
The NAO said HMRC was unable to demonstrate whether it is maximising the benefits of online filing, as ‘it does not yet fully understand’ the relative costs of dealing with paper and online returns or the costs and benefits of seeking greater take-up.
Amyas Morse, head of the NAO, said: ‘HMRC’s expansion of online filing has been a real achievement. The programme is largely complete, to time and budget, and more than 11m customers are filing online. It is an integral part of the department’s drive to increase efficiency.’
Significant improvement is needed in HMRC’s understanding of costs and benefits to inform future development, he added.
HMRC said that although the programme may not be generating its full value for money potential yet, it will recoup the investment and deliver ongoing savings in excess of £60m a year. ‘On this basis, HMRC consider that the programme is already demonstrating value for money.’
HMRC has achieved an increased take-up of online filing of tax returns ‘on time and within a reduced budget’, the National Audit Office reported. But take-up rates for some taxes have been below original forecasts, and some users have expressed concerns about costs, delays and the quality of assistance provided by HMRC help desks.
The NAO said HMRC was unable to demonstrate whether it is maximising the benefits of online filing, as ‘it does not yet fully understand’ the relative costs of dealing with paper and online returns or the costs and benefits of seeking greater take-up.
Amyas Morse, head of the NAO, said: ‘HMRC’s expansion of online filing has been a real achievement. The programme is largely complete, to time and budget, and more than 11m customers are filing online. It is an integral part of the department’s drive to increase efficiency.’
Significant improvement is needed in HMRC’s understanding of costs and benefits to inform future development, he added.
HMRC said that although the programme may not be generating its full value for money potential yet, it will recoup the investment and deliver ongoing savings in excess of £60m a year. ‘On this basis, HMRC consider that the programme is already demonstrating value for money.’
