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To maximise these three benefits, HMRC plans to increase the number of taxpayers filing online. Increasing the number of those filing online, however, will be challenging. It is reasonable to assume that those 'early adopters' who initially decided to file online were those with the best IT skills. The remaining group, who have not filed online, are therefore likely to need increased support and encouragement. In order to realise these potential benefits, HMRC recognises the need to ensure that taxpayers are supported through what can be a complicated and confusing process.

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