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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, 25 July 2008
Morale At Low Ebb - No Surprises There Then
The National Audit Office (NAO) report the unsurprising fact that staff morale at HMRC is at "a low ebb", because of ongoing change programmes.
HMRC will spend £2.7BN over the next three years to provide a more efficient, customer focused organisation. The NAO report that 18 months into the programme, HMRC had spent £851M, and achieved estimated benefits of £2.4BN.
However, it warned:
"In any change programme, staff satisfaction might be expected to decline and recent surveys indicate morale remains at a low ebb.
The department needs to more actively demonstrate the benefits to its staff and manage the expectations of customers as many of the improvements for them are scheduled for 2011 and beyond."
NAO chief Tim Burr said:
"This is an ambitious programme of change with the potential to provide significant benefits in terms of tax yield and improvements for the department's customers.
To succeed, the department must determine what it expects the programme to achieve with the resources available."
Sounds to me rather like shutting the stable door after the horse as bolted, as the objectives of the programme should have been identified before initiating it.
Tax does have to be taxing.
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