How will HMRC’s push to digital self-service affect accounting agents and their clients?

HMRC’s push to digital self-service means accounting agents must transition from phone-based interactions to digital-first workflows to maintain efficiency. For clients, it means taking direct control of routine tasks through their personal online tax accounts.

By 2030, HMRC aims for 90% digital self-service. This makes the Agent Services Account (ASA) mandatory for most processes.

Accounting firms that adopt digital workflows using tools like BrightManager by Bright will handle this transition smoothly. However, firms that continue to rely on traditional helplines will face massive bottlenecks and struggle to scale their operations as HMRC phases out routine phone support.

What does a digital-first HMRC interaction look like for accounting practices?

For accounting agents, the shift to digital-first interaction with HMRC relies heavily on three main channels. You must master these channels to keep your practice running efficiently.

• The Agent Services Account (ASA)
  The ASA acts as your primary digital gateway. Through it, agents access MTD IT, VAT, and PAYE services. The ASA also handles mandatory tax adviser registrations. If your firm is not fully set up and using the ASA daily, you are already behind the curve.

• Online tax account management
  Clients can easily access their own HMRC position through the Personal Tax Account and Business Tax Account. You should stop calling HMRC on behalf of clients for routine queries like tax codes or PAYE references. Directing clients to their own digital accounts resolves queries faster. It also drastically reduces your firm’s administrative burden. Showing clients how to use these digital tools is simply good customer service.

• Digital correspondence and notifications
  HMRC is steadily moving away from paper letters. They now send digital notifications directly to the HMRC online account. Clients who are not set up for digital correspondence will inevitably miss time-sensitive notices. Your practice must create a robust digital process to capture and act on these notifications immediately.

When is it still necessary to call the HMRC helpline directly?

You should pick up the phone for complex PAYE coding disputes that remain unresolved online. Urgent registration queries also warrant a direct call. If a client is facing immediate enforcement action from HMRC, speaking to an adviser is critical. Finally, if online processing has been delayed well beyond the standard timeline and your client faces a strict penalty deadline, you must call.

For these urgent situations, the recently improved call wait times are highly beneficial. HMRC’s agent-dedicated lines continue to offer better efficiency than general public helplines. Maintaining a clear understanding of which HMRC lines handle specific service types remains a practical necessity for all agents.

How does BrightManager by Bright compare to alternatives for practice workflows?

When preparing for HMRC’s digital future, you must choose software that actively supports your workflow.

The practices adapting most successfully to this digital environment are not just buying random software. They are completely redesigning their client service workflows from the ground up.

BrightManager by Bright is designed specifically to handle this modern workflow. It manages client onboarding smoothly and tracks tasks across your entire practice. It sends automated reminders to clients regarding HMRC deadlines. The software also features profitability dashboards that show exactly how much time you spend on each specific task.

It offers a fully integrated ecosystem designed specifically for UK accountants. While older alternatives often operate as standalone databases, BrightManager connects directly with other core practice tools. It automates your compliance deadlines by pulling data directly from Companies House. This creates a joined-up, digital-first practice that handles HMRC’s self-service requirements effortlessly, keeping you entirely ahead of the regulatory curve.

This content may have been developed with the assistance of AI tools. Content is reviewed by a member of the Bright team before publication. Guidance on legislation can be obtained from your industry body.