My thanks to "Anonymous" for this comment:
"I think "hapless staff" is a bit harsh. We're discouraged from individual thought and pushed towards being 'standard', and being positive towards things that we may hate (like how we're having to conduct our business now) otherwise we fail our end-of-year reviews and don't get our less than inflationary pay rise... great conditions, I wonder how things go wrong?
And it's no fun having to try explain to someone (I'm not calling you guys "customers", you have no choice but to deal with us!!) that "Yes, we've bollocksed up again...", and suffer the abuse that sometimes follows, when really we all wanna do is a good job but certain factors prevent this.
We're not after sympathy or anything, but would be nice if people lay off us staff and direct their disgust towards the top of the tree, we're not happy about how things are, losing data, etc, makes us look bad and we're as human as you all are really...
...and we have to pay those damn taxes too!!"
To a very large extent the shambles that is HMRC is down to Gordon Brown's truly awful bodged up job of bolting together Customs and Revenue, and a remarkably inept senior management egged on by the clueless and greedy Treasury.
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