Research to understand customers' appetite and preferences towards engaging with HMRC digitally

HMRC's vision is to be a trusted and modern tax administration, where customers have an increasingly effortless and straightforward experience when engaging with HMRC. Improving and increasing self- serve and digital channels is key to the delivery of this vision. Guiding current and future transformation in this direction should: • improve customer experience and satisfaction levels • reduce costs for both the taxpayer and HMRC • improve the overall health of the tax system through reducing administration bu...