HMRC delays digital service rollout for individual taxpayers

HMRC has acknowledged that its digital transformation programme has not ‘all been smooth sailing’ and now plans to refocus priorities to meet the demands of Brexit so it will delay the introduction of more digital services for individuals.

In an email to stakeholders, following HMRC CEO Jon Thompson’s appearance at a Public Accounts Committee session, HMRC says it was ‘overly ambitious’ about the number of individuals who would stop contacting the tax office by phone and post after it introduced digital channels. Demand is falling, but not as much as predicted in 2015.

HMRC has been forced to prioritise EU exit work, including a major upgrade to the customs declaration system.