On Monday I wrote that HMRC hired a consultant, Nita Clarke, last year to produce a report on internal "people engagement":
"Step forward the Sunday Herald, which has obtained a copy of the report.
On the relationship between HMRC and its staff, the report was blunt:
My thanks to Paul Hutcheon of The Herald who has provided me with a link to the full report."At the heart of the engagement challenge in HMRC is a disconnect between employees and the overall organisation.
Many employees feel that the organisation as a whole neither values, listens to, nor respects them.""
Nita Clarke (the author) is dismissive of HMRC's process based approach to challenges, and notes that such an approach often leads to disengagement. She states that employee engagement cannot be reduced to a process.
She notes that there is a disconnect between HMRC employees (at all levels, including management at senior levels) and the organisation itself.
Regrettably she thinks that Pacesetter is "highly effective".
She does, however, provide real insight into how absurd the bureaucracy in HMRC has become. Seemingly, in order to determine whether to fix a faulty door handle, HMRC needs to know how many people use the handle to be sure it’s economic to fix it. The solution to HMRC's mouse infestation (that's news to me) has been to ban people from eating at their desks.
Those of you who wish to read the report may do so via this link "People Engagement in HMRC A report to ExCom and the HMRC trade unions".
Tax does have to be taxing.
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