HM Treasury written question – answered at on 20 July 2015.
To ask Mr Chancellor of the Exchequer, what steps his Department is taking to support people who (a) do not have access to a computer or the internet or (b) are not computer and internet literate to access HM Revenue and Customs' services.
HM Revenue and Customs (HMRC) recognise that their customers' needs are varied and that some of their customers will have difficulty or would prefer not to manage their tax affairs online. It won’t be compulsory for people to interact with them digitally and they will continue to provide help and support to ensure that they can access HMRC services.
HMRC are running a digital inclusion project to design and implement their future support models for digitally excluded customers. They are about to trial an initiative using a third party to help support people without access to digital or the skills and confidence to use it.
HMRC are also actively developing our role in the Digital Friends initiative, promoting and encouraging staff to find someone they know who needs help to go online, and give them basic advice and support on skills.
Additionally, and in line with the Government Digital Service (GDS) service standard, every new or redesigned HMRC digital service must first undertake detailed research with digitally excluded customers, including those who do not have access to a computer or are not computer literate.
Service designers must use this insight to provide service specific support for digitally excluded customers, both before and at the point of contact. The focus is on helping customers to use digital, but must also provide appropriate alternative ways for customers to transact with HMRC where research shows there may be a need.
HMRC is also designing and rolling out specific training to contact handling advisers on how to recognise digitally excluded customers, and quickly identify and offer appropriate solutions that will meet their needs.
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