Research to understand customers' appetite and preferences towards engaging with HMRC digitally

HMRC's vision is to be a trusted and modern tax administration, where customers have an increasingly effortless and straightforward experience when engaging with HMRC. Improving and increasing self- serve and digital channels is key to the delivery of this vision. Guiding current and future transformation in this direction should:

• improve customer experience and satisfaction levels

• reduce costs for both the taxpayer and HMRC

• improve the overall health of the tax system through reducing administration burdens and improving compliance

• fulfil HMRC's broader ambitions to be a leading and aspirational digitally driven UK tax administration.

HMRC is developing a Channel Strategy, which will drive how customers interact with HMRC. The Strategy will set out how HMRC will support most customers to self-serve through an attractive digital channel offer as default. The Strategy will also set out support levels for customers who may need extra help, are digitally excluded or otherwise vulnerable, ensuring compliance and evidential requirements are considered.

HMRC is in the early stages of carrying out other research to help inform the future direction and successful implementation of the Channel Strategy. HMRC plan to share relevant insight, where appropriate, with the successful supplier from related research which we are currently conducting on taxpayers' digital appetite and preferences.

The findings from this research will support HMRC planning and delivery of the Channel Strategy over the next two to three years, whilst providing an updated assessment of the proportion and nature of Assisted Digital and Digitally Excluded taxpayers to inform HMRC's new Digital Inclusion Strategy.

Government spending data: This supplier has received £184,662,012 in 1,820 payments (over £25k) from Department for Transport, MHCLG, Department for Education, Scottish Government, DLUHC and 22 more public bodies (2010-04-01 to 2026-07-09). View full payment history →

Tender Documents

• Awarded contract notice on Contracts Finder → — Award notice
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