The plan is to make HMRC a ‘truly digital first organisation’ by investing £500m over the next five years to increase the total number of digital customer interactions from 70% to 90%.

The details were set out in the Spending Review Green Book, with the Treasury adamant this will improve the services HMRC offers as it will divert taxpayers from having to call or write to HMRC which can be a lengthy process. However, the Treasury stressed that ‘alternative channels including phonelines’ will remain open ‘for those that need them’, but did not share how it would persuade taxpayers to think of going online first.

It added that all digital services would be available 24/7 for taxpayers.