Economics and finance

3 Minutes
Defence and Security Economics and finance News

HMRC to focus tax return helpline on ‘priority calls’ with others pointed to online services

With the deadline for self-assessment filing coming at the end of next month, the department has decided to redirect to digital services the majority of those calling the support helpline […]...
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4 Minutes
Economics and finance Highlights News

‘Our current set-up is unsustainable’ – DWP modernisation project signs £1m deal to progress work on unified digital service for benefits

Department signs contract to support ongoing development of single ‘get financial support’ service as part of major project launched this year and intended to deliver ‘modernisation’ for 20 million citizens […]...
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4 Minutes
Economics and finance News

HMRC leaders claim ‘considerable success’ of summer self-assessment helpline shutdown with more trial closures planned

Senior managers acknowledge that lack of notice over telephone service closure was ‘definitely not part of the plan’ but refute MP’s suggestions that exercise ‘does not seem to have worked’ […]...
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11 Minutes
Economics and finance Features Highlights

‘We do not want it to be a hardship to contact us’ – how HMRC hopes to use AI and analytics to transform customer service

PublicTechnology talks to chief digital product officer Sarah McMann, who discusses the burgeoning use of chatbots and automated voice platforms, and plans to increase functionality of HMRC’s highly rated app […]...
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