In an exclusive interview with Business & Accountancy Daily at the annual HMRC stakeholder conference, Daljit Rehal, HMRC’s chief digital and information officer, talked frankly about the ambitious, multimillion project to overhaul the creaking legacy telephony system, the transformational AI features and staff concerns about the risks to jobs.

Rehal joined HMRC in 2020 following a private-sector career spanning telecommunications, utilities, and consulting, having previously held senior roles including global digital and data services director at Centrica, solutions implementation director at TalkTalk, director of customer retention at Virgin Media and executive management consultant at KPMG.