In December 2012 the National Audit Office (NAO) published a report, Customer Service Performance, which noted that HMRC received 79M calls and answered 74% of them in 2011/12, exceeding a provisional target of 58%. However, as the NAO stated, HMRC didn't exactly have high aspirations:
"HMRC’s service targets are lower and cover fewer areas than those of other organisations."However, despite these low aspirations, the service level was unsatisfactory; as could be seen from the headline figure approximately 20M calls went unanswered. Those who did manage to get through had to wait on average 282 seconds before being put through to an adviser.
Moving on to the present day, the NAO is now claiming some "glory" from the report in that the NAO claims that this report has resulted in an improvement in the way HMRC deals with its customers
The NAO impact statement says that HMRC now plans to answer 80% of calls within five minutes, introduce more online services and replace the expensive 0845 helplines with 03 numbers.
All very jolly no doubt, except that in March this year I wrote:
"HMRC's target of answering 80% of calls within five minutes is "unambitious and woefully inadequate", and would still leave 16 million people waiting longer than five minutes."The NAO should be a little less keen to blow its own trumpet in the future, unless there is a genuinely impressive improvement in performance from one of its audited organisations.
Tax does have to be taxing.
Professional Cover Against the Threat of Costly TAX and VAT Investigations
Insurance to protect you against the cost of enquiry or dispute with HMRC is available from several sources including Solar Tax Investigation Insurance.
Ken Frost has negotiated a 10% discount on any polices that may suit your needs.
However, neither Ken Frost nor HMRCISSHITE either endorses or recommends their services.
What is Solar Tax Investigation Insurance?
Solar Tax Investigation Insurance is a tax-fee protection service that will pay up to £75,000 towards your accountant's fees in the event of an HM Revenue & Customs full enquiry or dispute.
To find out more, please use this link Solar Tax Investigation Insurance
HMRC Is Shite (www.hmrcisshite.com), also available via the domain www.hmrconline.com, is brought to you by www.kenfrost.com "The Living Brand"