HMRC Unveils Transformation Roadmap to Modernise Tax and Customs by 2030

HM Revenue & Customs (HMRC) today published its comprehensive Transformation Roadmap, announcing more than 50 digital projects and services designed to fully modernise the UK’s tax and customs system by 2030.

Central to the plan is a new online PAYE service for around 35 million workers, enabling them to check and update income, allowances, reliefs and expenses through their Personal Tax Account or the HMRC app.

HMRC Chief Executive John‑Paul Marks commented that the roadmap marks a pivotal shift: “By 2030, UK citizens will experience a tax administration system that is more automated, more focused on self-service, and better set up to get things right first time.” 

The roadmap outlines an ambitious “digital‑first” strategy to shift at least 90% of customer interactions to digital channels by 2030.

To support this transition, HMRC intends to save approximately £50 million annually, equivalent to funding 1500 full‑time nurses, by moving away from paper correspondence by the 2028–29 tax year. Notwithstanding, essential paper-based support will remain for those who require it.

A significant element of the transformation includes deploying AI-driven tools across multiple areas of operation. Planned initiatives include:

• Automating HMRC call summaries and providing internal GenAI chat assistants for advisers and caseworkers.

• Introducing AI-powered digital assistants to guide customers more effectively through HMRC services.

• Implementing an AI‑based document identification system, complete with biometric and liveness verification, to detect fraudulent documents in compliance processes

HMRC will also publish a set of principles for third-party developers integrating AI technologies into software that interacts with HMRC systems. This framework aims to foster innovation while mitigating risks of non-compliance and error.

Funding and Staffing Boost

Funding for the roadmap will be supported by a £1.7 billion allocation over four years, as set out in the 2025 Spending Review. This injection will finance 5,500 additional compliance staff and 2,400 debt management personnel, some of whom will be tasked with targeting wealthy offshore tax evaders. An extra 400 dedicated experts in private wealth management will also be recruited to bolster offshore compliance efforts

Several measures will launch within the current tax year, including SMS confirmations for Self‑Assessment appeals, complaint cases and certain PAYE services; streamlined Self‑Assessment registration and exit processes; expansion of voice‑biometric verification on helplines.

A new service allowing employed parents liable for the High Income Child Benefit Charge to pay via their tax code without requiring Self‑Assessment registration, and an enhanced informant reward scheme targeting serious non-compliance in large corporates, wealthy individuals, offshore activity, and avoidance schemes.