HMRC 延期するs must be 直す／買収する，八百長をするd or we will lose entrepreneurs - and get rid of the chatbots, says ANGHARAD CARRICK
This is a 堅い time for small 商売／仕事s. Energy 法案 support has been 悲惨な, 商売／仕事 率s are through the roof and the 歓待 産業 is crying out for support.
There have been calls for the 政府 to step in and 直す／買収する，八百長をする all of these things.?
But if the 総理大臣 was really serious about supporting 商売／仕事, he would first sort out the mess at HM 歳入 & Customs.
（民事の）告訴s about HMRC have 急上昇するd. Its own most 最近の 年次の 報告（する）／憶測 shows that 顧客 satisfaction dipped from 85.2 per cent in 2020-21, to 82 per cent in 2021-22.? It is 現在／一般に at 79.2 per cent, the lowest level since 2018.
溝へはまらせる／不時着する the chatbots: If the 政府 was serious about helping 商売／仕事, it would sort out HMRC?
Many of these unsatisfied 顧客s will have experienced the 延期するs in service that are 現在／一般に 疫病／悩ますing the department.?
Over the past few months, I have heard from countless small 商売／仕事 owners about their HMRC woes.
ありふれた 主題s 現れる.?延期するs to basic 仕事s like 付加価値税 登録 make the 永久の 終結 of the 献身的な 付加価値税 helpline in June nonsensical.
The bizarre 一時的な 'seasonal' 終結 of the self-査定／評価 helpline over the summer was also senseless.
株 this article
HMRC bosses, when 運ぶ／漁獲高d in 前線 of 上級の MPs, 認める the department 'ran out of time' to communicate this 終結 to 顧客s, and said 需要・要求する for the helpline far 越えるd its 予測（する）s.
If even those in 告発（する），告訴（する）／料金 don't have an idea of what's going on, how on earth can we 推定する／予想する 商売／仕事 owners to navigate the 税金 system?
We will lose out on entrepreneurs, not because we don't have the 能力 or 投資, but because we can't get the simple things 権利.
HMRC should have the 能力 to manage the hundreds of thousands of people that とじ込み／提出する 税金 returns every year. It should not have の近くにd the helpline for three months without 警告.
But more than anything else, HMRC's 押し進める に向かって getting people to manage their 税金s digitally - rather than on the phone or by 地位，任命する - has been 遂行する／発効させるd appallingly.
To be fair to HMRC, its 人物／姿／数字s show that the 広大な 大多数 of queries it 直面するs through its helpline can be 簡単に done online.
It says it receives more than 3million calls per year regarding three things that can be done digitally: resetting an online password, getting a 税金 code and getting a 国家の 保険 number.
HMRC （人命などを）奪う，主張するs it takes 500 people working 十分な-time to answer those calls.?
There 絶対 should be more of a 焦点（を合わせる） on encouraging people to use their ありふれた sense and 避ける clogging up helplines.?
And for many 商売／仕事s, a modern online system that worked efficiently would be a welcome 代案／選択肢 to 非常に／多数の letters in the 地位，任命する.
However, HMRC is putting too much 約束 into online chatbots. We must stop underestimating people's 願望（する） to talk to real people.
Chatbots 許す 顧客s to 交流 written messages with 顧客 service staff, in a 判型 類似の to the messaging apps they might use to speak to their friends.?
They can be useful for 配達／演説／出産 updates for your online shopping or finding out your bank account balance, but 税金 is infinitely more 複雑にするd and stressful.
商売／仕事 owners using the HMRC chatbots are 軍隊d to wait months to hear 支援する, and more often than not, they just want to 支払う／賃金 their 税金 法案 正確に.
If people had support the first time 一連の会議、交渉／完成する - by speaking to a trained professional - it might be able to save more time and money 負かす／撃墜する the line.
And if HMRC had been successful in its 数字表示式の pivot, it would help 正当化する the 広大な numbers of 顧客 services 役割s it has 削減（する） since 2015.
It cannot just hope for an 夜通し 転換 in how people use HMRC's services. Instead it needs to 雇う and crucially 保持する people to get through the 抱擁する backlog of 延期するs.
Only then will people feel 確信して enough in HMRC to ゆだねる a chatbot to help を取り引きする their 税金 事件／事情／状勢s.?
The 総理大臣 wants to 刺激する the economy and encourage more people to start their own 商売／仕事, but the system isn't letting them.
