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The Institute of Chartered Accounts of Scotland (ICAS) has called for the simplification of the tax system following the publication of HMRC’s Transformation Roadmap.
HMRC has stated that the roadmap is aiming to improve day-to-day performance for individuals and businesses, close the tax gap and drive reform and modernisation of the UK’s tax and customs system.
It noted that a transformed tax administration system will be more automated, more focused on self-service, and better set up to get things right the first time.
ICAS believes that the roadmap “signals the journey is headed in the right direction”. However, it stated that it “still looks more like a wish list than a detailed plan”, with a noticeable lack of prioritisation, detail, and timelines.
Bruce Cartwright, CEO at ICAS, said: “We’ve been calling for the simplification of the tax system for years and we were disappointed that the Office for Tax Simplification was scrapped a couple of years ago.
“But we’ve also repeatedly called for improvements in the day-to-day performance of HMRC as our members have told us that the customer experience with HMRC has been too poor for too long. Modernising the tax system but also the organisation that is central to its success is long overdue but very welcome.”
He added: “What HMRC must avoid however is cutting back on alternative channels, including phonelines and post too quickly. These will still need to be available for those who need them, and in case digital options either don’t work effectively at first or take up isn’t high by the public.
“ICAS will seek urgent clarification from HMRC on how and when these ambitions will be delivered. We’ll also hold HMRC to account to ensure that no existing service channels are withdrawn until replacement digital services are fully operational and meet an acceptable standard, a safeguard not yet clearly reflected in the roadmap.”
