The latest three-year IT and digital strategy has set out priorities for the tax authority's £1bn plus annual budget, including investment in artificial intelligence (AI) and improvements to customer services, acknowledging that the ‘existing virtual assistant platform was not able to meet all our customers’ needs’.

The use of AI to detect tax fraud or digital identity to make it easier for taxpayers to engage with HMRC, are seen as key to the importance of ‘getting technology right’ for HMRC as an organisation.

It plans to invest further in automating data insight ‘to improve tax yield and provide simple means to interact with HMRC digitally, delivering a total experience approach for customers, agents and businesses’.

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