HMRC must ensure its systems meet customers’ needs while preparing to seize the opportunities of artificial intelligence (AI) the PAC recommends. In its latest report on the cost of the tax system the PAC urges HMRC to lay out realistic plans to simplify the tax system and address taxpayers’ concerns as its costs rise and trust in it falls.
While the costs of tax collection have increased by £563m (15%) in real terms from 2019/20 to 2023/24 with 240 tax policy changes announced between 2022 and 2024 HMRC’s compliance productivity has fallen with returns declining from over £1.4m per compliance worker pre-pandemic to £1.27m in 2023/24 despite HMRC employing more senior staff which added over £100m to HMRC’s salary costs.
The report also warns that some of HMRC’s customer service processes are out of date with too much communication by post...
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HMRC must ensure its systems meet customers’ needs while preparing to seize the opportunities of artificial intelligence (AI) the PAC recommends. In its latest report on the cost of the tax system the PAC urges HMRC to lay out realistic plans to simplify the tax system and address taxpayers’ concerns as its costs rise and trust in it falls.
While the costs of tax collection have increased by £563m (15%) in real terms from 2019/20 to 2023/24 with 240 tax policy changes announced between 2022 and 2024 HMRC’s compliance productivity has fallen with returns declining from over £1.4m per compliance worker pre-pandemic to £1.27m in 2023/24 despite HMRC employing more senior staff which added over £100m to HMRC’s salary costs.
The report also warns that some of HMRC’s customer service processes are out of date with too much communication by post...
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