Wendy Bradley has written a thoughtful article examining the new HMRC support for customers who need extra help.
Please note the use of the word "customers" is HMRC's not hers!
In summary it appears that HMRC's systems are designed to put people off from interacting with HMRC staff, and if they eventually do then HMRC does its best to foist the question/problem onto third parties unconnected with HMRC.
The full article can be read here.
The final part of Wendy's article notes that HMRC had to send a letter of apology to a taxpayer for sending in bailiffs fro an amount already paid by standing order:
"these briefing letters were issued in error as a result of a breakdown in communication between the systems we use."Another success story!
Tax does have to be taxing.
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The current PAYE computer system came in 10 years ago. Not only is it still full of bugs in the way it handles submissions from employers and 'customers' alike; not only is it still 30-40% 'workarounds'; not only are there minimal opportunities for staff to over-ride automated input to correct records; but it still doesn't talk properly with the Self Assessment system, leading to people either getting two repayments for a year when they should only get one; or being charged twice for a single underpayment; or people being made to complete Self Assessment returns when they don't need to; or not being required to complete them when they should.
ReplyDeleteThe amount of frustration this has caused (and continues to cause) for front-line staff (both in the contact centres and in the processing offices) is one of the reasons why highly-experiences staff with centuries of experience between them are walking.
Spot on. But management seem to ignore what those dealing with this daily are saying. HMRC needs a complete overhaul, as it is a complete shambles. But start at the top.
ReplyDelete