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HMRC held its Annual Stakeholder Conference last week in London which the Institute was represented at. Under the conference’s theme of “Today, Tomorrow, Together”, attendees heard from HMRC’s Chief Executive Jim Harra about various ongoing challenges, “tough choices about resources” and how HMRC is forging ahead with plans to reduce traditional phone and post contact by moving more taxpayers to “self-serve online”. Mr Harra also reiterated that Making Tax Digital for income tax remains a key part of HMRC’s strategy, citing that 52 per cent of the Tax Gap comes from small businesses.
Four major challenges were highlighted as follows:
Pressures on HMRC services;
Accelerating the move to online self-serve;
Developing easy to use services; and
Simplification.
Deputy Chief Executive Angela MacDonald (speech from 26 minutes on) spoke in more detail about HMRC’s plans whilst recognising that the move to self-serve online is complicated because not every taxpayer is at the same starting point, however “status quo is not an option”. Generative Artificial Intelligence also got a mention and in particular the need to consider the ethics and risk management of this in tax administration work.
HMRC is expected to share details of the specific actions identified at the conference’s workshops and progress made in the coming weeks and months.