HMRC online services

Business Profile

Core Value Proposition

HM Revenue & Customs (HMRC) provides tax, payments and customs services to the UK, collecting money for public services and offering targeted financial support to individuals and families.

Target Customer

UK taxpayers (individuals and businesses), including tax agents and advisers, who need to manage tax, National Insurance, benefits and compliance.

Key Differentiator

Public sector authority with impartial, increasingly efficient administration, supported by 2 agencies and public bodies, offering official digital channels (online services and app) for tax and related tasks.

Implementation Timeline

Not specified in content; various services (e.g., refunds, self assessment) have outcomes that depend on user actions and processing times.

Pain Points

1Understanding and complying with complex tax rules to ensure the correct tax position.
2Managing compliance checks and inquiries from HMRC.
3Accessing timely refunds or owing tax, and navigating benefits (e.g., Child Benefit) and other support services.

Key Features

1HMRC online services (sign in or set up) for account management and compliance tasks.
2Self Assessment support and information for taxpayers and advisers.
3Information and guidance on tax codes, refunds, and payments.
4HMRC app for mobile access to tax, National Insurance and benefits information.
5Resources for tax agents and advisers (information and tools).

Target Customer Industries

Decision Makers

1First Permanent Secretary and Chief Executive
2Deputy Chief Executive and Second Permanent Secretary
3Director General Customer Services
4Director General Customer Compliance
5Director General Customer Strategy and Tax Design
6Chief Digital and Information Officer
7Tax Assurance Commissioner, Chief Finance Officer
8Director General Borders and Trade
9Non-Executive Director

Client Results

1{"title":"Tax-Free Childcare uptake","description":"570,000 families avoided the Hallowe’en chills by using Tax-Free Childcare (press release dated 9 October 2025)."}
2{"title":"Savings program uptake for young people","description":"758,000 young people referenced in press release related to savings initiatives (9 October 2025)."}

Competitive Advantages

1Official government source for tax, payments and benefits information and services.
2Online and mobile app access for convenient management of tax affairs.
3Impartial, trusted administration backed by government structures (two agencies/public bodies).
4Extensive guidance and support for taxpayers, benefit claimants, and advisers.

Key Benefits

1Central access to tax, NI, and benefits information and services.

2Convenient online sign-in and self-service capabilities.

3Mobile access via the HMRC app for on-the-go information.

4Guidance and support for individuals, families, and advisers.

Additional Product Information

Product Description

A government platform providing online tax, payments and benefits information and services, including sign-in/self-service capabilities and a mobile app for access to tax, National Insurance and benefits information.

Target Market

UK taxpayers (individuals and businesses), and tax agents/advisers who interact with HMRC for tax, benefits and compliance needs.

Unique Value Proposition

Official, impartial government platform delivering accurate tax and benefits information and services through accessible online and mobile channels, supported by robust governance.

Technical Requirements

Internet connection required; availability of HMRC online services and HMRC app; some services require account sign-in.

Pricing Model

Not disclosed in content; generally free access to information and services provided by a government department.

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