Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what assessment HMRC has made of the long term operational need for a Managed Service Provider within the Customer Services Group beyond the current proof of value trial.

HMRC is using Managed Service Providers (MSP) as part of a balanced approach to help it manage peaks and troughs more effectively, drawing on practices already used across other Government Departments (OGDs). This will allow its permanent colleagues to focus their expertise where it’s most needed. HMRC know customers still need timely support while services continue to digitise, and the current 18‑month Proof of Value phase is providing HMRC with opportunities to learn from this approach, giving it more flexibility to improve the service it gives customers, and at good value for the taxpayer.

HMRC is working jointly with the PCS trade union on an evaluation of the MSP service. The evaluation considers service quality, customer outcomes, productivity and value for money, and will inform future decisions. No outcome is pre‑determined while the evaluation is ongoing.

HMRC’s evaluation will help them determine how they use MSPs to better serve customers. Any decision will be taken through normal business planning and Spending Review processes, taking account of evaluation findings, affordability and operational need.

This is not about replacing HMRC colleagues – no one will be made redundant as a result of this initiative and HMRC headcount is forecast to increase by the end of the Spending Review 2025 period. The current staff provided by MSPs represent additional capacity for 2025/26 and into 2026/27. HMRC faces highly variable demand throughout the year - this is about giving HMRC more flexibility to improve the service it gives customers. This complements its permanent workforce and enables it to scale capacity up and down as needed.

Due to the design of the contract, costs can only be confirmed retrospectively. Comparisons with permanent recruitment and surge staffing currently indicate MSP costs are comparable or better, based on expected outcomes. Overall the projected cost for 12 months was approximately £23m of resourcing spend.