HM appellants and Customs (HMRC) will be able to use their voice as a password in order to accelerate calls, a Minister of the Government announced.
The British tax authority has been strongly criticized for its inability to respond to tens of thousands of calls and for long delays on phonélines.
James Murray, secretary of the treasure chessboard, said the HMRC has tested a system used by banks to use voice recognition to improve call management.
This would allow the appellants to pass security checks “faster and more solidly,” he said.
The system should be introduced into the phonélines of the HMRC during the rest of the year.
Customer voice records are converted into encrypted biometric data, then used to erase safety controls.
The announcement is part of a series of measures which, according to the government, will improve the HMRC services and make the authority “faster, fairer and more modern”.
Mr. Murray announced on Tuesday plans in a speech to tax professionals.
“We are going further and faster to revise the way the HMRC works,” he said.
This included the simplification of systems, such as the income declaration from so-called secondary circons for tax purposes.
This also meant private sector learning to make customer service more efficient.
A report by the Public Accounts Committee of Deputies in January included figures that showed the failures of the HMRC telephone line.
He went dead on 43,690 customers who were waiting for 70 minutes to reach an advisor in the first 11 months of the year 2023-24.
Indeed, the HMRC system could not face the volume of calls, but customers were not warned that they were about to be cut, and they were not recalled, added the report.
The committee said HMRC managed a “deliberately poor” telephone service in order to push taxpayers to request online help instead.
However, this statement was described as “completely baseless” by the HMRC bosses who said they had made enormous improvements to service standards.
In March of last year, HMRC announced that its telephone line would be closed between April and September, but was forced to overthrow its decision within 24 hours.
