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HMRC Targets 30% Reduction in Calls

Jim Harra, HMRC's chief, aims to cut the tax authority's phone helpline volume by almost a third by the end of 2024 due to rising demand, as announced during a recent Treasury Committee meeting. Harra stressed the importance of shifting to digital channels, estimating a need to reduce call volumes by 30% to meet service targets.

"In 2022-23, we received 38 million calls, three million more than the previous year. We must counter this trend to reduce contact demand. Thankfully, there's evidence that much of this demand can be met through online self-service," Harra explained.

Earlier this year, AccountingWEB reported that HMRC receives approximately 519,000 calls each year from people seeking confirmation of their national insurance (NI) numbers. The Revenue has introduced a feature allowing taxpayers to access their NI confirmation letter online or via the HMRC app, eliminating the need to wait for the letter by post, which could take up to 15 days.

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