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We are not customers

Thursday, April 9, 2026 12:25

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HMRC lifts lid on £1bn-plus programme to ‘create a generational shift in customer service’ with single taxpayer view

HM Revenue and Customs has revealed details of a new major project set to be worth more than £1bn and intended to “create a generational shift in customer service” by creating a single unified view of each citizen’s interaction with the tax system.

The department has revealed that its Enterprise Customer Relationship Management (ECRM) programme is a recent addition to the government’s major projects portfolio. Details of the scheme were contained in a newly issued transparency document formally announcing the appointment of HMRC senior official Mike Beddington as the project’s senior responsible owner.

Surely there are many more accurate words than ‘customer’. There are many better words than ‘service’ too.

Maybe HMRC should stick ‘taxpayers’ which is at least accurate, although it may not be so easy to find a more suitable word than ‘service’.

Source: https://akhaart.blogspot.com/2026/04/we-are-not-customers.html

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