I’m Mark Dearnley, HMRC’s Chief Digital and Information Officer. Today we have published HMRC’s Digital Strategy. This sets out our digital vision, which is to give all of our customers – individuals, business and agents – their own online tax account and for the vast majority to deal with us through modern digital services that we’ll offer. It also paints a picture of what’s going to change and when over the next few years for our customers and also for HMRC staff.
HMRC published its first digital strategy back in 2012. Much has changed since then as we’ve made important decisions about what digital will mean for HMRC and its customers, such as what will underpin all of the new services we’ll offer (our multi-channel digital tax platform) and how we’ll ensure those who are not ready (or able) to use digital services are not left behind (our assisted digital and digital inclusion services).
We’ve also started to deliver fledgling digital services. I’m delighted with the reaction we’re getting to some of these:
• Almost 200k small businesses have already signed up for a digital tax account since the Your Tax Account service moved in public beta in May
• Over 408k tax credit customers renewed their claim online for the first time this year in the run up to the July deadline, and 94% of those we asked told us they were either satisfied or very satisfied with the service.
But we know there’s much more to do as we grow services from thousands to millions of users over the next couple of years. We'll also go on listening to what customers are telling us. If you've got thoughts and views on what you've read I'd like to hear them - please leave your feedback below.
So there’s no big fanfare today. It’s business as usual for my teams in our 2 Digital Centres and elsewhere across HMRC working hard to make our digital vision a reality. This is one more small but important step and I’m really excited about what the future holds.