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HMRC Data Collection Improvement

HM Revenue & Customs is improving data collection and third-party data integration to help businesses pay tax correctly first time and reduce the small business tax gap. The initiative focuses on better use of third-party data sources, promoting electronic invoicing across UK businesses and the public sector, and addressing the fact that current funding allows 3–4 million calls annually to go unanswered. Status is active with emphasis on modernising HMRC's data infrastructure and customer support capacity.

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Family: Scrutiny and evidence
30 Apr 2025 | Written evidence linked

The written evidence received from Dr Edidiong Offiong Bassey also suggests that HMRC is not making the best use of technology. In particular, he indicated there has been limited promotion in the UK of electronic invoicing and electronic fiscal devices which have seen 71 CTS0001 72 Q 48 73 Q 49 74 Qq 45–46 75 Q 12 76 Comptroller and Auditor General, Progress with Making Tax Digital, Session 2022–23, HC 1319, National Audit Office, June 2023, Figure 11 & para 3.36 77 Infrastructure and Project...

The written evidence received from Dr Edidiong Offiong Bassey also suggests that HMRC is not making the best use of technology. In particular, he indicated there has been limited promotion in the UK of electronic invoicing and electronic fiscal devices …

▤ View document · ↗ GOV.UK
22 Jan 2025 | Written evidence linked

We asked whether HMRC provides customers with information on expected call waiting times. It said it provides this information on many of its helplines, but the information is limited to the average call waiting time from the previous day rather than a current waiting time. HMRC explained this was another limitation of its telephone platform.12 4 Customer service, paras 3, 12 5 Customer service, para 1.5 6 Report on 2023–24 Accounts, para 8; Customer service, para 4 7 HMRC Customer Service an...

We asked whether HMRC provides customers with information on expected call waiting times. It said it provides this information on many of its helplines, but the information is limited to the average call waiting time from the previous day rather …

▤ View document · ↗ GOV.UK
28 Feb 2024 | Written evidence linked

We have received written evidence that HMRC repeatedly pursues small debts over a number of years.24 We asked HMRC whether this was disproportionate to the size of the debt. HMRC told us it takes a risk-based approach to debt management and will pursue even small debts if it is cost-effective to do so. It said that small debts will stay on a taxpayer’s record and HMRC will periodically contact taxpayers for payment.25 Each year HMRC judges particular debts as no longer worth pursuing, either ...

We have received written evidence that HMRC repeatedly pursues small debts over a number of years.24 We asked HMRC whether this was disproportionate to the size of the debt. HMRC told us it takes a risk-based approach to debt management …

▤ View document · ↗ GOV.UK
24 Nov 2023 | Written evidence linked

We asked HMRC, given the concerns about additional burdens on customers, how it would ensure that businesses complied with the programme and compliance didn’t decline. HMRC explained that there were two key requirements that it believed will foster good compliance from business taxpayers using software. The first was a requirement 27 PTD0006, Written evidence submitted by the Association of Taxation Technicians, 19 June 2023, PTD0008, Written evidence submitted by the Chartered Institute of T...

We asked HMRC, given the concerns about additional burdens on customers, how it would ensure that businesses complied with the programme and compliance didn’t decline. HMRC explained that there were two key requirements that it believed will foster good compliance …

▤ View document · ↗ GOV.UK
24 Nov 2023 | Written evidence linked

In December 2022, HMRC established a plan to work with its stakeholders to solve issues. In March 2023 it started exploring with taxpayer and agent representatives how quarterly updates could work in practice. It explained that it was looking to adopt a “co- creation” approach where it asked taxpayers how best to design a process and ensure they 33 Qq 15, 55 34 C&AG’s Report, para 3.27–3.30 and Figure 9 35 PTD0006, Written evidence submitted by the Association of Taxation Technicians, 19 June...

In December 2022, HMRC established a plan to work with its stakeholders to solve issues. In March 2023 it started exploring with taxpayer and agent representatives how quarterly updates could work in practice. It explained that it was looking to …

▤ View document · ↗ GOV.UK
26 Mar 2022 | Written evidence linked

In addition to its own debt management staff, HMRC also uses private sector debt collection agencies to increase its capacity and work with specific customer groups.26 HMRC works with these agencies through an arrangement called the ‘debt market integrator’, which is run by Indesser (a joint venture between the Government and TDX- Equifax). The agencies do not undertake field visits—they are limited to desk-based 19 Q 91; C&AG’s Report, para 3.24; Written evidence submitted by Jim Harra, Chie...

In addition to its own debt management staff, HMRC also uses private sector debt collection agencies to increase its capacity and work with specific customer groups.26 HMRC works with these agencies through an arrangement called the ‘debt market integrator’, which …

▤ View document · ↗ GOV.UK