Callers contacting HM Revenue and Customs (HMRC) will soon be able to use their voice as a form of password, a move aimed at improving call handling efficiency. This announcement comes from James Murray, the Exchequer Secretary to the Treasury, who explained that the UK tax authority is experimenting with voice recognition technology similar to what banks often use.
Under this new system, the process for callers to pass security checks will be expedited, making it faster and more secure, according to Mr. Murray. The expectation is that this voice recognition system will be utilized across all of HMRC’s phone lines within the coming year. This system works by converting customers’ voice recordings into encrypted biometric data, which will then be used to simplify and speed up security verification.
This initiative is part of a broader set of reforms aimed at enhancing HMRC’s services, as the government strives to make the tax authority operate in a manner that is “quicker, fairer, and more modern.” Mr. Murray outlined these plans during a recent address to tax professionals, emphasizing the need for significant improvements in how HMRC functions. Additionally, he mentioned efforts to streamline processes—for instance, simplifying the way individuals report income from side jobs on their tax returns.
Recent reports have highlighted serious issues with HMRC’s telephone service, including lengthy wait times and dropped calls. A January report from the Public Accounts Committee indicated that during the first eleven months of the 2023-2024 financial year, nearly 44,000 callers were disconnected after waiting up to 70 minutes without getting in touch with an advisor. This situation arose because the HMRC phone system struggled to manage the high volume of incoming calls, and customers were not informed about being cut off or offered a callback option.
The Committee even suggested that HMRC might be intentionally maintaining a subpar phone service to encourage taxpayers to use online resources instead. However, HMRC leaders refuted this claim, asserting that they have made significant strides in improving service quality. In fact, there was a plan last year to shut down certain phone lines between April and September, but HMRC had to quickly backtrack on this decision following public backlash.
Overall, the ongoing changes within HMRC reflect a push to make interacting with the tax authority more user-friendly and aligned with modern practices. The adoption of voice recognition technology may not only help to ease the frustration faced by people trying to contact HMRC but also signal a shift in how governmental services can utilize technology to enhance customer interactions.