Yesterday's article about HMRC's call handling performance prompted some discussion and comments alluding to the fact that the National Audit Office (NAO) may be somewhat unwise to rely on data provided by HMRC.
My thanks to loyal reader Stuart Jones who pointed out this wee sentence on page 17 para 1.14 of the report, that acknowledges that the data provided is a tad "iffy":d
"Furthermore, HMRC may have overestimated its performance. All customers who hang up during the automated message are counted as being answered."Hmm, ie the statistics and the report itself is flawed!
Oh and by the way, whilst my dander is up, the fact that HMRC don't know how much Cable & Wireless (the telephony provider) make out of the contract, nor does HMRC have any right to oversight, is farking disgraceful!
Page 8 para 13:
"Cable & Wireless provides HMRC’s phone service and receives a proportion of the call charges borne by the customer. HMRC has chosen not to receive a share of the revenue and does not know how much Cable & Wireless receives because it has no contractual access to this information."Bonkers!
Tax does have to be taxing.
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