HMRC (UK)

Research Problem

What are the implications of effective resource usage for contact centre opening hours and staff training, staff allocation between phone and webchat, and signposting to digital services?

Research Problem

How can HMRC use and evaluate how effective technological solutions are for customer contact, such as webchat, asynchronous messaging, apps and digital accounts?

Research Problem

How does HMRC compare to best practice and what current and future technologies could be utilised to improve customer experience?

Research Problem

How can HMRC provide better support through our digital services to reassure customers when meeting their tax obligations?

Research Problem

How will the needs of customers who need extra help evolve over time as we modernise the way we interact with customers, and how can we use future technology to better support these customers?

Research Problem

How common are various administrative burdens and what is their impact on customer experience?

Research Problem

What is the public perception of tax fraud in respect of; the scale and severity of fraud, the most common customer groups participating in fraud, the likelihood of detection and the consequences of committing fraud (segmented by behaviour, customer group and tax type)?

Research Problem

What novel/innovative approaches do other tax authorities use to prevention and redress non-compliance in areas such as small business and research & development, and what can be learned from them of relevance to the UK context?

Research Problem

What is the digital capability of the HMRC customer base? Does this change over time and, if so, how?

Research Problem

What proportion would be capable of; self-serving through digital channels, would need support to do so, and would be digitally excluded from using such services?

Research Problem

What are the best ways to design a customer contact strategy for maximum uptake of digital channels, while still maintaining excellent and accessible services, supporting vulnerable customers and customers who need additional help through an appropriately paced transition?

Research Problem

What future functionality will HMRC require for this?

Research Problem

What will future demographic, economic and other changes mean for future level and mix of demand for HMRC customer services through different channels?

Research Problem

What prevents Self Assessment taxpayers from using HMRC’s Estimator Tool for Self Assessment taxpayers and the Budget Payment Plan? And what would motivate more taxpayers to do so?

Research Problem

How should government utilise other data sources from third parties, are there any concerns or benefits from government knowing more about its citizens?

Research Problem

What are public attitudes to HMRC taking opportunities to collect and use data that could help improve wider policy and service delivery for citizens and businesses rather than only for a specific purpose?

Research Problem

Is confidentiality important for voluntary compliance?

Research Problem

What are the implications of using AI models and what are their impacts on different customer groups?