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PARLIAMENTARY WRITTEN QUESTION
(29 May 2026)

Question Asked

To ask the Chancellor of the Exchequer, if HMRC will publish the value‑for‑money assessments underpinning its use of Managed Service Providers for customer contact services.

Asked by:
Maya Ellis (Labour)

Answer

HMRC’s use of Managed Service Providers (MSPs) is not primarily driven by cost savings. HMRC uses MSPs to support the delivery of flexible and reliable customer service for taxpayers.

All HMRC activity is assessed for value for money using standard Civil Service approaches. These assessments are not typically published.

MSPs form an important part of HMRC’s overall resourcing model. As with many other government departments, they help HMRC maintain consistent customer service while providing flexibility that cannot be easily achieved through a single, fixed internal workforce.


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