HM Revenue and Customs (HMRC), in an ambitious move, is set to launch a trial aimed at optimising the Self Assessment helpline.
This new approach, expected to run from the 12th of June to the 4th of September 2023, proposes redirecting Self Assessment (SA) queries from the helpline to the department’s digital services.
The Seasonal Model in Focus
This seasonal trial centres around the idea of capitalising on the HMRC’s robust digital infrastructure during the summer months.
SA queries are traditionally handled via the helpline. However, during the three-month trial, these queries will instead be directed towards HMRC’s digital services.
This includes online guidance, a digital assistant, and webchat, all of which are aimed at enabling taxpayers to find answers more efficiently.
The Power of Digital Services
The digital tools offered by HMRC are designed to assist customers in navigating their Self Assessments.
Remarkably, 97% of SA customers already utilise these online services, opting for digital filing.
The trial aims to further encourage this trend by directing helpline queries to these online resources, providing users with fast and efficient service at their fingertips.
Impact on HMRC Advisors
Aside from enhancing user experience, this move has significant implications for HMRC advisors as well.
The seasonal trial will free up approximately 350 full-time advisors, enabling them to focus on urgent customer correspondences and calls.
This reprioritisation is expected to result in around 6,600 calls answered daily, demonstrating a promising improvement in customer service during high-demand periods.
Why the Shift is Needed
Data suggests that the demand for the SA helpline surges by approximately 50% between January and April, compared to the quieter period from June to August.
By transitioning to a seasonal model, HMRC can better manage resources, ensuring that they meet customer demand effectively and efficiently.
Supporting Customers Post-Trial
Upon conclusion of the trial on the 4th of September, the Self Assessment helpline will resume its regular service.
This reopening aligns with the critical period leading up to the SA deadline on the 31st of January, ensuring expert support is readily available when customers need it most.
A Message from HMRC Leadership
Angela MacDonald, Deputy CEO and Second Permanent Secretary at HMRC, urges customers to fully explore the online services.
“We continually review our services to see how they can best serve the public and we are taking steps to improve them.
“A seasonal SA helpline will make more of our expert advisers available where they are most needed during the summer months.”
Continuing, MacDonald said: “Our online services, including the HMRC app, are quick and easy to use and have been significantly improved. I urge customers to explore these fully before deciding to wait to speak to us on the phone.”
Summary
The upcoming trial of the seasonal SA helpline is an exciting development for both HMRC and its customers.
It marks a strategic shift towards digital services and sets the stage for an improved customer experience.
All eyes will be on the outcome of this trial, as it could potentially shape the future of HMRC’s customer service strategy.
To make the most of this trial, customers are advised to familiarise themselves with the range of digital services offered by HMRC.
From online guidance to digital assistants and webchat, the tools are designed to streamline the SA filing process and offer convenient support.
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