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.

Wednesday, 21 November 2007

Life of Misery Inside HMRC

Former employees of under-fire HM Revenue and Customs service have contacted the BBC News website to describe life inside its offices.

The news that the details of 25 million recipients of Child Benefit payments have gone missing has shone a spotlight on HMRC.

The agency collects and administers direct and indirect taxes; and pays and administers Child Benefit, Child Trust Fund and Tax Credits. It is also responsible for environmental taxes, enforcing the National Minimum Wage and recovery of student loans.

Formed in 2005 following a merger between HM Customs and Excise and the Inland Revenue, it has proved controversial since its inception.

But now it faces intense criticism after junior officials were blamed for sending computer discs with personal details of all UK families through the post - only for the discs to disappear.

Speaking anonymously - as they have signed the Official Secrets Act - two workers who recently left HMRC - have told the BBC News website that they were not surprised to hear of the blunder.

Worker A, who left after more than 10 years' service, said: "I wasn't surprised in the least when I heard the news.

The problems with Child Benefit are only the tip of the iceberg.

"Morale is non-existent. Mistakes happen continuously. Rooms full of unopened post are not uncommon.

Following the 2005 merger, the agency is now governed by a board made up of a chair, eight other executive directors and five non-executive directors.

Critics and unions complained that combining two distinct organisations, with very different cultures and legal powers, was always going to be a difficult task.

The government has targeted job cuts of 12,500 from the 100,000-strong workforce.

"When the merger was introduced, job duplication meant that many experienced people were made redundant," worker A said.

"So we lost many of our best people.

"Others were moved from pillar to post, and the experience hit morale even harder.

"The lowest paid were all laid off, and all of their workloads were added to everyone else's

He complained that after a system called "lean processing" was introduced, jobs were divided up into their individual parts - every aspect was dealt with separately, and no-one has overall ownership or responsibility for the task, he said.

"Arbitrary, individual hourly targets meant that people cut corners," he added. "It doesn't matter if you make mistakes because you won't be held accountable."

Worker B, who was in a middle management post before he left in 2006, also claimed the merger of HM Customs and Excise and the Inland Revenue negatively affected the way the departments worked.

"There was the move to using call centres, which meant that people didn't take personal responsibility any more," he said.

There were all sorts of closures of offices going on and all those sorts of things had a domino effect.

There were additional targets - stretching targets - with reductions in staff, especially experienced staff, which really didn't help the cause

He said he would lay the blame for the current problems "primarily at the politicians' doors".

"This is a top-down matter - due to the target-driven, staff-reducing culture."

Source BBC

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