Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what steps she is taking to inform hon. Members of changes to staffing models in HMRC customer services, and if she will make a statement.

HMRC is currently using Managed Service Providers (MSPs) to provide additional customer service capacity, equivalent to around 500 FTE, focused on routine work. This includes support for the Online Services Helpdesk and handling simple PAYE enquiries.

HMRC experiences significant peaks and troughs in customer demand over the year and uses a flexible resourcing model to ensure it can meet that demand in a cost‑effective way for the taxpayer. The level and deployment of MSPs can therefore fluctuate across the year in response to operational need.

HMRC are currently in an initial approximately 18 month ‘proof of value’ phase using existing Government contracts. This will allow them to test, learn and ensure quality and value for money before wider implementation.

HMRC will continue to use a range of resourcing models, alongside the use of MSPs, to meet variable customer demand.

Any future workforce decisions will be taken through normal business planning and Spending Review processes, informed by the findings of the proof‑of‑value evaluation.