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Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.
Friday, 21 December 2007
The question posed:
Is HMRC fit for purpose?
Judging from the conclusion of "The Capability Review" the answer would appear to be "No!".
The Capability Review was undertaken by the cabinet secretary, and head of the Home Civil Service, Sir Gus O'Donnell. He reported that HMRC will meet its efficiency savings, but will miss seven of its ten service-level targets.
Middle managers are unclear about senior management's vision for the department's future. Only 17% of middle managers think senior management is effective at leadership.
"The department needs to address a disconnect..about the ability of HMRC to set direction."
The report notes that a restructuring of HMRC's management lines and responsibilities is required.
A complicated 'matrix-management' structure at the department and extensive use of sub-committees has 'diffused accountability', leading to an increase in risk of errors being made further down the organisation.
Basically, no one knows that they are doing or meant to be doing.
It is hardly surprising that HMRC lose things!
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