Corporate report

Accounting Officer assessment summary for the Contact Engagement Programme

This sets out the key points from the HMRC Accounting Officer's scrutiny of a major government programme.

• From: HM Revenue & Customs
• Published: 1 November 2021

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Accounting Officer Assessment Summary: Contact Engagement Programme

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In October 2021, HMRC’s Accounting Officer undertook a review of the Contact Engagement Programme.

This programme is one of the foundational steps to HMRC’s goal to improve customer interactions making them both a better experience and more efficient. The capability being implemented will not only ensure that HMRC will continue to have a robust infrastructure to support its significant customer service role but also, allow HMRC to move more services to be digital by default.

The Accounting Officer concluded that the programme is value for money and deliverable.

Published 1 November 2021