35 resultsResearch ProblemHow can we most effectively use resource (such as, permanent, contingent and outsourced staff) to optimise customer experience of the service provided?Improving customer service - Customer experience - Resource effectivenessPublished last year, by HMRC (UK)Research ProblemHow can HMRC use and evaluate how effective technological solutions are for customer contact, such as webchat, asynchronous messaging, apps and digital accounts?Improving customer service - Customer experience - Support toolsPublished last year, by HMRC (UK)Research ProblemHow does HMRC compare to best practice and what current and future technologies could be utilised to improve customer experience?Improving customer service - Customer experience - Support toolsPublished last year, by HMRC (UK)Research ProblemHow can HMRC provide better support through our digital services to reassure customers when meeting their tax obligations?Improving customer service - Customer experience - Support toolsPublished last year, by HMRC (UK)Research ProblemHow common are various administrative burdens and what is their impact on customer experience?Improving customer service - Customer experience - Administrative burdensPublished last year, by HMRC (UK)Research ProblemWhat are the compliance implications of tax reliefs?Closing the Tax Gap - Compliance approach - Impact of reliefsPublished last year, by HMRC (UK)Research ProblemWhat is the public perception of tax fraud in respect of; the scale and severity of fraud, the most common customer groups participating in fraud, the likelihood of detection and the consequences of committing fraud (segmented by behaviour, customer group and tax type)?Closing the Tax Gap - Compliance approach - Understanding public perceptions of fraudPublished last year, by HMRC (UK)Research ProblemWhat are the best ways to design a customer contact strategy for maximum uptake of digital channels, while still maintaining excellent and accessible services, supporting vulnerable customers and customers who need additional help through an appropriately paced transition?Modernisation and Reform- Channel use - Channel shiftPublished last year, by HMRC (UK)Research ProblemWhat future functionality will HMRC require for this?Modernisation and Reform- Channel use - Channel shiftPublished last year, by HMRC (UK)Research ProblemWhat will future demographic, economic and other changes mean for future level and mix of demand for HMRC customer services through different channels?Modernisation and Reform- Channel use - Digital channel messaging impactsPublished last year, by HMRC (UK)Research ProblemHow do customers' experiences in the lifecycle of their engagement with HMRC impact their behaviour (channel use, timely payment, compliance)? For example, how does channel preference differ depending on the nature of the customer’s query? What else impacts a customer’s channel choice, and therefore which channels HMRC should offer customers to make it easy to get tax right (including tax compliance)?Modernisation and Reform- Channel use - End to end customer journeyPublished last year, by HMRC (UK)Research ProblemWhat are the barriers to using pre-payment that our Self Assessment customers face?Modernisation and Reform- Timely Payments - Self Assessment taxpayer behaviour – pre-paymentPublished last year, by HMRC (UK)Research ProblemWhat are the cashflow implications of Self Assessment for income and corporation tax?Modernisation and Reform- Timely Payments - CashflowPublished last year, by HMRC (UK)Research ProblemWhat are the barriers and challenges for financially vulnerable Self Assessment and corporation tax customers on low-incomes or who have (or are at risk of falling into) tax debt and how can they be best supported?Modernisation and Reform- Timely Payments - Financially vulnerable customersPublished last year, by HMRC (UK)Research ProblemHow can HMRC best collaborate on research or analysis that brings together data from different departments and public bodies?Modernisation and Reform- Data Use - Data sharingPublished last year, by HMRC (UK)Research ProblemWhat issues arise from sharing data with external/commercial partners and organisations?Modernisation and Reform- Data Use - Data sharingPublished last year, by HMRC (UK)Research ProblemHow should government utilise other data sources from third parties, are there any concerns or benefits from government knowing more about its citizens?Modernisation and Reform- Data Use - Data sharingPublished last year, by HMRC (UK)Research ProblemTrust in the tax system and the role of confidentiality: are there circumstances when confidentiality should be waived?Modernisation and Reform- Data Use - ConfidentialityPublished last year, by HMRC (UK)Research ProblemIs confidentiality important for voluntary compliance?Modernisation and Reform- Data Use - ConfidentialityPublished last year, by HMRC (UK)Research ProblemWhat are customer attitudes to HMRC collecting and using protected characteristics data?Modernisation and Reform- Data Use - Protected characteristicsPublished last year, by HMRC (UK)