Taxpayers Spent 7 Million Hours on Hold with HMRC in 2022-23
National Audit Office report highlights inefficiencies and unmet targets in HMRC's shift to digital services, prompting additional government funding.
- Customers faced an average wait time of 23 minutes, up from 5 minutes in 2019.
- HMRC's digital services have not sufficiently reduced the demand for phone support.
- The department missed its efficiency savings targets by £22 million.
- 72% of calls were due to HMRC's own process failures or delays.
- £51 million in additional funding has been announced to improve phone service.
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