The head of HM Revenue and Customs (HMRC), Harra, discussed the toughest leadership decisions faced in 2024, citing the challenging prioritization of resources and customer service shortfalls due to the agency’s digital-first strategy. While digital initiatives have helped reduce customer contact demand, the growth in HMRC’s customer base has outpaced efforts, leading to controversy over which services could be prioritized. However, a close partnership with HM Treasury allowed for the development of a new plan aimed at improving service levels.

Looking ahead, Harra outlined the main challenges for HMRC in the coming year, particularly in delivering on the government’s ambitious goals. The government’s additional investment of £1.4 billion in HMRC’s compliance function comes with the expectation of delivering an extra £6.5 billion in tax revenues by 2029-30. To meet these demands, HMRC will continue to drive its digital transformation, with a new digital roadmap expected to be released in the spring. Additionally, the agency is focusing on expanding its compliance workforce by nearly 5,000 new employees, with the first 200 joining in November.

When asked about the best and worst Christmas presents Harra had ever given or received, he shared a nostalgic memory from the 1960s, recalling the popular Johnny Seven gun as the best gift of his youth. On a less fortunate note, he also remembered a Christmas when he was disappointed by his gifts, only to discover a go-cart hidden behind the sofa later.