Research and analysis

Research with tax agents to explore experiences of HMRC's digital services

Mixed method research to inform HMRC's design of digital services for agents.

• From: HM Revenue & Customs
• Published: 26 January 2023

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Research with tax agents to explore experiences of HMRC's digital services

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Agents are critical in supporting the UK tax infrastructure. As HMRC’s services become more digitalised, agents will continue to play a key role in engaging with HMRC on behalf of their clients and assisting clients to meet their tax obligations.

To inform HMRC’s design of digital services for agents, HMRC required a better understanding of the different agent business models, how they interact with HMRC’s digital services, how they seek support, as well as the services they would like to see offered by HMRC.

In 2021, HMRC commissioned Kantar Public to undertake qualitative research with agents to explore these issues. This involved 50 in-depth discussions. In January 2022, follow-on quantitative research was commissioned, with the aim of quantifying the insights produced from the qualitative research to build the evidence base further. The survey was conducted by telephone and covered a representative cross section of 873 agents.

Published 26 January 2023