Research and analysis

Research exploring views on HMRC's Transformation Roadmap

Qualitative research exploring customers’ views on the government’s vision for a more efficient, modernised and automated tax and customs system.

• From: HM Revenue & Customs
• Published: 9 July 2026

Documents

Research to support the development of HMRC's Transformation Roadmap

Ref: HMRC Research Report: 870

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Details

The research aimed to gather customer feedback to support the development of the Transformation Roadmap, which was published on 21 July 2025. It involved qualitative research with 35 customers in December 2024. The research explored customer’s experiences interacting with HM Revenue and Customs (HMRC) and how this could be improved

The findings informed the pitch and tone of the Transformation Roadmap.

Published 9 July 2026