HM Revenue and Customs (HMRC) is currently evaluating the findings from the email pilot which was due to end on 31 March 2013. The pilot has given the department a chance to understand agent demand for an effective email channel, but evidence so far suggests that current systems can’t support an email channel on a larger scale. HMRC now needs to consider the need for a technical solution if the department wants to maintain an effective email channel for all agents.
While HMRC explores longer term options, they want to continue to offer customers the best service possible. For this reason, the pilot will continue - but there are no plans to expand the number of users. Current users may continue to email HMRC as they have been during the pilot exercise.