Putting the customer first in a digital world

Hear from HMRC on how they’re using a customer-centred approach to update and improve services. With an ambition for most tasks to be possible through digital self-service by 2030, HMRC’s Customer Experience team are investing in a user-focused approach to ensure products are accessible and provide real value to taxpayers. This ensures phonelines are available for more complex issues, or those who need additional support. Find out more about how HMRC is meeting its ambitions to become a digital-first tax authority while remaining customer-centric from Claire Walsh, Director of Customer Experience at HMRC.