Digital services for individuals put on hold

HMRC has acknowledged that its digital transformation has not ‘all been smooth sailing’.

In an email to stakeholders HMRC said it had been ‘overly ambitious about the number of customers who would stop contacting us by phone and post after we introduced digital channels. Demand is falling but not by the amount assumed in 2015’.

The communication followed HMRC’s chief executive Jon Thompson’s appearance at a House of Commons’ Public Accounts Committee hearing. HMRC said it was having to prioritise ‘the projects that make the most difference – pausing some work and stopping other projects to make room for our EU exit work’. Already it has decided to halt the rollout of simple assessment and suspend real time tax code changes.

Brian Palmer AAT tax policy adviser said: ‘The department is being required to deliver essential programmes to support access to European markets and boost...