Artificial intelligence is the buzzword in technology advancements. HMRC is pushed to the limits by the service demands of our customers; we must evolve and thrive whether through technology (e.g. digital platforms) or improved service process (e.g. telephony).

The key opportunity is digital capability as interactions with HMRC online platforms ballooned in the COVID-19 pandemic. A key component is HMRC mailing and correspondence services. Customers demand real time acknowledgement and processing of applications with response through email. HMRC still processes a lot of correspondence to the customer by regular post. The worldwide postal delay caused more telephony contacts and use of any available online forms by customers even if they were the wrong forms for the specific enquiry.

The civil service is aligned to meet these demands by training more staff and building capability for all with the necessary tools ‚’ laptops, multiple monitors, online virtual telephones through the Adviser User Interface, however the drive to digitalise every application (forms) and a secure email portal for correspondence will enhance the service levels of HMRC. This is the 21st century and we must make a better impact on customer user experience. The risks envisaged will be mitigated with advanced forms of security.

The presence of HMRC App, Personal Tax Account and other online resources is only a step in the right direction but like ‚’Oliver Twist‚’ ‚’ The customer wants more; and we wish to serve more. The regular updates to digital Apps, and access to unhindered access to online links for the customer will ensure new dynamics associated with the pandemic are capitalised on the HMRC operations.

In effect, we require a two-way traffic correspondence stream on a digital platform; a constant upgrade on HMRC Apps and websites; a significant investment in training for staff; a long-term plan for the




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