HMRC used on-demand learning, reserved learning time, and short flexible sessions to make it easier for staff to take up digital training.
What was the challenge?
As part of HMRC’s digital transformation, a 2022 audit of IT skills found that widespread digital upskilling was required. However, uptake of learning was low. An internal survey indicated that lacking time was the main barrier. Digging deeper, it emerged that this was often due to employees not feeling empowered to prioritise their individual learning and development.
What they did
HMRC removed barriers to training, providing comprehensive on-demand learning accessible at the point of need, eliminating the need for learners to go through formal training procurement processes. They also addressed barriers specific to digital, especially anxiety and low perceived relevance.
To make it easier to access learning without needing significant time or permission, HMRC used the following approaches:
- On demand learning offer (using SkillSoft, DataCamp, and Microsoft training) with badges for completing each module. Instead of asking permission for training and filling in a form, everyone can now access learning at any time, on any device – earning transferable credentials for completion.
- Professional learning pathways, developed by HMRC subject matter experts to enable learners to easily find the learning they need.
- Reserved learning time for personal development and training. All staff are encouraged to schedule a weekly ‘Empower Hour’ in their calendar to, e.g., speak to a mentor, learn online etc. Uptake has been high.
- 20-minute live sessions are offered for staff with highly structured workdays. The sessions are offered at 8.40 (‘breakfast bites’) and 1pm (‘late lunch log-ins’) and focus on practical tips for day-to-day work, such as keyboard shortcuts or Outlook tips. Attendance is good.
To address barriers specific to digital learning, HMRC used the following approaches:
- Engaging titles: A module on collaboration tools (e.g., Teams) became ‘Digital Dream Teams’ while one on digital workplace tools became ‘Work Smarter not Harder’.
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Safe spaces to experiment: Knowing that some staff felt anxious about using digital tools, HMRC set up a digital ‘sandpit’ – a set of computers linked only to the internal network – to allow people to experiment safely with generative AI without risk of a security breach.
- Mix of formats: HMRC runs an annual Digital Academy week with live events each day on popular topics. Events use a variety of formats, including panel discussions with senior leaders and new graduates or sessions to demonstrate
the art of the possible.
Result
Uptake of learning has been substantially higher since making these changes. Results include:
- 25,000+ HMRC employees accessed the HMRC Digital Academy offer since launch in 2023.
- Digital Academy accessed on average 5,500+ times each month.
- 70% increase in the number of learners accessing online courses.
- 1 in every 8 employees attending at least one live learning session during Digital Academy Week 2025.
Interview with Dr. Sarah Keast, Head of Digital Academy Design at HMRC.
For more on how cross-sector employers are building suessful digital skills programmes and boosting the digital capability of their workorces, see the ‘Learning that clicks’ report from FutureDotNow.
