Introduction
The HM Revenue and Customs (HMRC) has recently unveiled that it will be conducting a pilot program for a new seasonal model for the Self Assessment (SA) helpline. The pilot will run for 3 months from 12 June until 4 September, during which period SA queries will be temporarily redirected to digital services, including online guidance, digital assistants, and webchat. This pilot is aimed at prioritizing urgent queries and providing expert support to those who really need it.
The Seasonal Model
HMRC's decision to redirect self assessment queries to digital services during the summer months is based on data that shows a substantial decrease in call volumes during this period. Comparing the numbers, there are approximately 50% more calls received between January and April than between June and August. By realloacting resource across the digital platforms, HMRC aims to provide efficient and accessible support.
Enhancing Efficiency and Accessibility
Embracing digital services offers several advantages to both taxpayers and HMRC. The move aligns with the growing trend of digitization and the increasing reliance on technology for various services. According to the HMRC, the majority of SA customers already use their online services, with 97% filing their assessments online. Taxpayers can access online guidance, digital assistants, and webchat, providing them with a range of options to seek assistance conveniently.
Conclusion
The HMRC remains committed to transforming and improving its online services, enhancing their capabilities and user-friendliness, making them the preferred option for the majority of customers. The ultimate goal is to ensure that customers can efficiently resolve their queries through digital means, reducing the need for phone calls and providing more targeted assistance to those with urgent needs.
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