HMRC ‘misjudged’ impact of transition to digital services

The quality of service provided by HM Revenue & Customs to personal tax payers collapsed in 2015 when average telephone call waiting times tripled, the U.K. National Audit Office said, warning that the sustainability of the tax authority’s cost reduction program now depends on successful implementation of its “Making Tax Digital” strategy.

Responding to the NAO’s May 25 report, HMRC insisted that its service has fully recovered, and Ruth Owen, director general for customer service, said it is now offering the “best service levels in years.” Read more: My news story for Tax Notes (paywall) published by Tax Analysts.