My thanks to a loyal reader who wrote to me in connection with yesterday's article about Yokel Bear being reduced to tears by HMRC.
"Please pass my sympathies to Yokel Bear and his call centre woes.
I am confident that it is staff sickness that is the underlying cause of the staff attitude, but this should soon be resolved when with the new initiative heralded in HMRC’s 2009-10 Annual Accounts are fully implemented. I quote:
'An Engagement Champions Steering Group has been established, chaired by a member of the Executive Committee. This uses a comprehensive engagement dashboard to identify areas of good practice with the potential to increase levels of engagement across lines of business'.
Page 10 para 6.27
I do hope this reassures and heartens Mr Bear.
Much joy to your excellent site, which is surreptitiously followed by many senior thinking Revenue staff at home (office viewing is a capital offence), and by IR pensioners such as myself.
I am Sir your obedient servant...
Whenever I see the words "dashboard", "champions" and "engagement" in a management speak piece of BS I instinctively reach for my sickbag.
Tax does have to be taxing.
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