Appalling levels of service at Britain's taxman meant that customers calling in with inquiries were collectively left on hold for 798 years in the 2023 financial year.
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That's according to the National Audit Office (NAO), which found waiting times in the 12 months to March last year were more than double the amount of time wasted in the 2020 financial year. It says digital channels meant to ease service pressures didn't help as expected.
The plan was to convince more citizens who call in with questions about their taxes to consider using online services to resolve them more quickly. It was also intended to reduce costs for His Majesty's Revenue and Customs (HMRC), freeing up staff to deal with those who need extra support.
However, the National Audit Office found that it is not clear how "far and fast digital will reduce the demand for telephone calls and correspondence services." It also believes that digital services are best suited for "simple queries and reporting of changes in customers' circumstances."
