The Robots Are Still Coming

Way back in 2016 I wrote this:

"As per a loyal reader, it appears that the robots are coming:

    "The SMS text messages are only the beginning. I work for the twats called HMRC in the robotics team and they are planning on robots answering the calls to replace call centre staff jobs. Its already done on self serve time to pay and instalment arrangements, but the wider hmrc will have this roll out, oh and the fuck up that windows 10 is coming to hmrc."

This will end in tears!"

Now here we are in 2018, and Jacky Wright, HMRC’s chief digital & information officer, recently announced the milestone in HMRC’s modernisation programme at Government Computing’s GovTech2018 conference in London.

HMRC confirmed that it has processed 10m transactions using robots since 2015, improved its efficiency and customer experience.

Government Computing reports that HMRC has described its robots as:

“programmed pieces of software that process items in the same way as humans would.

They work repetitive jobs, freeing up staff to undertake more meaningful, complex and interesting work, the kind of work that requires decision-making and human judgement.” 

HMRC regards the 10m milestone marks significant progress for HMRC’s IT Project team as it works towards achieving greater automation of the functions that do not require human input.

Wright said:

“This is a major milestone towards HMRC’s digital transformation, where we are now deploying the most advanced IT to improve the accuracy and speed of our services. HMRC aims to be the world's most digitally advanced tax authority, and by making our 10 millionth transaction by a robot, we are making great progress towards that goal. 

We have over 50 different automations working across our IT estate. By automating simple and repetitive tasks, we are able to free up our staff to undertake more meaningful and interesting work that requires decision making and human intelligence. The public is getting a better service and HMRC is doing its work more efficiently.” 

So there you go folks, taxpayers are receiving a better service!

Discuss.....