HMRC Transformation Road Map
House of Commons · Written Statements · 2 Jul 2026 · 1 speech · Official Report
Today, the Government are providing an update on HMRC’s transformation road map, setting out the progress made in the first year of delivery and sharing HMRC’s transformation priorities for 2026-27. Published in July 2025, HMRC’s transformation road map maps out a five-year programme to build a tax and customs system that works better for everyone, including over 100 commitments to enhance day-to-day performance, close the tax gap and reform and modernise tax and customs administration. Delivering this ambition requires sustained investment, bold reform and a willingness to do things differently. Digital services are an essential part of how HMRC is improving the experience of its customers: 78% of customer interactions are now taking place digitally, with 2.8 million new HMRC app users in 2025-26-bringing the total number of unique users to over 7.6 million-and nearly 20 million people now using personal tax accounts. This is significant progress towards our ambition of at least 90% of customer interactions being digital by 2030. The introduction of Making Tax Digital for Income Tax in April 2026 marked the biggest modernisation of the tax system for a generation, helping people to get their tax right first time and reducing error through digital record-keeping. In laying the foundations for this digital transformation, HMRC has improved telephony performance with call waiting times almost halving over the past two years. As HMRC modernises its services, it is continuing to...