Rationalisation of HMRC’s estate is part of a ‘very substantial and risky’ transformation programme

Getting more people to answer telephone calls and process post is not a long-term answer to improving customer service, HMRC said in a 2015 update to Building our future – transforming the way HMRC serves the UK, first published in 2014.

“We need fundamentally to transform how we serve customers, making it easier for them to get things right and to serve themselves through online accounts so they don’t need to speak or write to us in the first place,” it added.

Read more: Distance no object? My article for Accounting and Business, published by ACCA, April 2017.