HMRC's Dismal Performance

HMRC has experienced a dismal decline in call handling performance, as per the ICAEW

Period	% Call attempts  handled	Call attempts made
Q/E 31 December 2013	89.0%	12,433,497
Q/E 31 March 2014	90.1%	14,688,539
Q/E 30 June 2014	76.2%	17,397,878
Q/E 30 September 2014	74.2%	18,833,412
Q/E 31 December 2014	72.5%	12,977,779
Q/E 31 March 2015	68.3%	15,573,678

Additionally, the number of calls being made over the period has increased.

Quite clearly, aside from the failure rate, the increase ion calls indicate that all is not well on the "good ship" HMRC.

As Elaine Clark notes, in Q1 2015 5 million calls went unanswered. She also goes on to note that the reasons for these calls need to be identified, in the hope that the root causes of people's queries/problems can be addressed.

This is a state of affairs that cannot be allowed to continue.

Tax does have to be taxing.

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