As expected, HMRC has confirmed that it is bringing an early end to its tax credits fraud and error contract with Concentrix, after a collapse in customer service levels over the summer.
HMRC's chief executive Jon Thompson has already announced that the tax authority will not be not be renewing its payment-by-results deal (set for expiry in May 2017) with Concentrix, after what he called a “fundamental failure of basic customer service”.
Thompson said last month that the tax authority was "in the late stages" of "a legal conversation about how this contract essentially finishes", and HMRC has now confirmed that both sides have agreed an early end to the deal.
In a message to HMRC staff, seen by CSW, director general for transformation Nick Lodge said HMRC and Concentrix had "worked together" to bring existing tax credits work in-house.
"Meanwhile, we thought it would be appropriate to look at the position of the contract and, following further discussions with Concentrix, we felt we could better serve our customers by ending the contract early, rather than continuing it through to the scheduled expiry in May 2017."Lodge confirmed that the tax authority had now transferred "around 250" Concentrix staff in-house, and said the former private sector staff were "working with experienced teams and managers to help them fit into HMRC" at HMRC's Belfast sites.
"Overall, the agreement to end this contract early is the best outcome for HMRC, tax credits customers and for the taxpayer, allowing us to continue to bear down on error and fraud, and to provide the levels of service our customers expect".In a statement issued to the press, Thompson said:
"HMRC’s dedicated staff have cleared all of the cases transferred from Concentrix while striking the right balance in both providing the standards of service that customers rightly expect and bearing down on error and fraud in the tax credits system.HMRC said all 181,000 cases it had taken back from Concentrix had now been dealt with, and said staff moving over from the private provider had "received further training and support to help HMRC strike the right balance in ensuring good customer service and bearing down on error and fraud in the tax credits system".
This is the right outcome for customers and for the taxpayer. I’m also pleased to receive 250 Concentrix staff, who will help us to deliver our priorities, offering job security to them well beyond the scheduled expiry of the contract in May 2017.”
Right then, how much has this early termination cost the taxpayer?
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"