In this week’s Enews, we look at ways HMRC could save millions of hours and improve its customer service levels. There is also news on the Spring Statement and the latest on the UK economy to update you on.

• HMRC could save millions of hours with tracking system
• Spring Statement set for 26 March
• UK economy shrinks for second month in a row

HMRC could save an estimated 1.7 million hours of call handlers’ time every year if it implemented an automated status tracking system, according to two of the leading bodies for tax advisers and chartered accountants.

A joint study by the Chartered Institute of Taxation (CIOT) and ICAEW tracked attempts to contact HMRC across phonelines and webchats for six weeks. It found that more than one-third of contact attempts were made to chase progress on existing enquiries, rather than to make a new enquiry.

The bodies say that, while improving customer service performance remained crucial, a significant reduction in the need for agents and taxpayers to contact HMRC in the first place was vital.

Only 33% of contact attempts to HMRC resulted in the query being fully resolved, the study found, with the average wait time across phone and webchat standing at 19 minutes.

The introduction of an automated tracking system to eliminate progress chasing calls could save more than 1.7 million hours each year, the equivalent of 1,000 full-time employees or approximately £36 million, CIOT and ICAEW said.

Additionally, an automated tracking system would reduce the number of staff needed to answer such calls, who could be redeployed elsewhere.

Ellen Milner, CIOT’s Director of Public Policy, said:

‘The report's recommendations are practical solutions which can deliver significant improvements for agents and taxpayers.

‘Additionally, from an HMRC perspective, resolving issues with progress chasing alone has the potential to save them over £36 million a year in staff costs. This seems a good place to start for releasing funds for much needed investment in training and digitalisation.’

Internet link: CIOT website

The Chancellor will deliver her Spring Statement to the House of Commons on Wednesday 26 March 2025.

Rachel Reeves confirmed the date to the House of Commons, telling MPs that the Office for Budget Responsibility (OBR) has been commissioned for an Economic and Fiscal Forecast to be published on the same day.

This is in line with the Budget Responsibility and National Audit Act 2011 which requires the OBR to produce two forecasts each financial year. This will be accompanied by a statement to parliament from the Chancellor.

A government statement said:

‘The Chancellor remains committed to one major fiscal event a year to give families and businesses stability and certainty on upcoming tax and spending changes and, in turn, to support the government’s growth mission.’

Internet link: GOV.UK

The UK economy shrank for the second month in a row in October, according to the Office for National Statistics (ONS).

Official figures showed a 0.1% drop in gross domestic product (GDP) for October. The economy had been expected to return to growth following a fall during September.

However, the ONS said that activity had stalled or declined, with pubs, restaurants and retail among the sectors reporting weak months.

David Bharier, Head of Research at the British Chambers of Commerce (BCC), said:

‘With growth of just 0.1% in the three months to October and an unexpected fall in the monthly GDP, the UK economy was already fragile ahead of recent policy announcements.

‘The full impact of the Budget since then is yet to be seen. However, our research has already shown a spike in anxiety over tax and employment policy. Many businesses are telling us that increased costs are likely to have an impact on their investment and recruitment plans. Firms of all shapes and sizes are facing tough decisions in early 2025.

‘The Industrial Strategy due in the Spring has the potential to boost business growth for the long-term. Companies are also eager to see Government plans on business rates reform, trade and infrastructure.

‘Getting sustained economic growth will only be possible if the environment is right for businesses to invest, recruit and export.’

Internet link: ONS website BCC website