In November 2014 I quoted Ed McKeegan (Director of HMRC Estates and Support Services) extolling the benefits of HMRC's "digital" postal procedures (as he announced the closure of various post rooms):
"HMRC's digital transformation is improving the service we offer our customers, and post handling is now at the forefront of those changes with the introduction of post scanning by Personal Tax (PT), which contributes around 70 per cent of RPR work. For PT, the introduction of post scanning means they can reply to customers more quickly, with the ability to send post to any desktop, in any office, in an instant we won't need to spend time sorting or transporting it."Fast forward to March 2015, and a loyal reader advises me that all is not well in HMRC's brave new world of "digital" post handling.
I understand that hardly any post is getting worked in PT Operations.
Apparently so many offices are now flex sites, that the staff are on the phones all the time. Thus, for instance, letters dated September are only now being answered.
The scanned post is all waiting to be processed and dealt with, but staff are on the phones instead.
Late self-assessment tax returns, many of which have been sent back for correction, have been logged in as received in December, but the figures are still not captured. Therefore no statements have been produced, and taxpayers wanting to pay can not be given an accurate amount. There are various work lists with thousands and thousands of items on them.
Thus my question is this, if most of PT Operations are now Flex sites and staff are always on the phones, who is left to actually to deal with the mail?
Tax does have to be taxing.
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