IT problems at HMRC mean that agents taking part in its email pilot mean that the tax authority’s KANA system is not sending out automatic acknowledgements
As a result, HMRC has not been able to view or action any emails sent since 18 May.
HMRC will provide updates of progress to resolve this issue through the joint Agents/HMRC Communications Group.
KANA is a software product developed by KANA Response Email Services and is used to process external emails from customers – only the pilot system is affected. KANA currently handles 2.48m transactions a year for HMRC.