HMRC Is Shite

HMRC Is Shite
Dedicated to the taxpayers of Britain, and the employees of Her Majesty's Revenue and Customs (HMRC), who have to endure the monumental shambles that is HMRC.

Tuesday, 21 July 2015

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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2 comments:

  1. The likes of lyn incompetent homer and ruth pisshead owen think the figures are ok. Try looking at the post turnaround figures which are truly shocking.....
    Thanks to the way the department is (mis)managed.

    ReplyDelete
  2. The high heid yins actually believe that the numer of calls is going to reduce dramatically in the next year or so due to everything being done online. " Digital by default" is getting shoved down everyone's throat.

    ReplyDelete