HMRC Promises "Gold Command" For Tax Credits

Jon Thompson's Gold Command Uniform

HMRC has promised to address failings that led to thousands of benefit recipients having their tax credits withdrawn.

In a letter to the Work and Pensions select committee HMRC chief executive Jon Thompson promised to make a number of changes, including: reviewing and revising all letters; prompting customers to respond to HMRC enquiries; making it easier for taxpayers to engage with HMRC; and the rapid reinstatement of payments.

Quoted by the FT:

"One of the key learning points I reported to the Committee in October was that critical performance issues were not escalated to the right levels quickly.

To ensure this does not happen again, the 2017 HRR process will be governed through a ‘Gold Command’ structure alongside the broader Renewals programme, to monitor performance closely and ensure issues are escalated in real time.

I believe we have listened to the comments of our customers and stakeholders and addressed the core issues, whilst continuing to fulfil our responsibilities to reduce error and fraud in the welfare system."

What the fark is a "Gold Command" structure I hear you ask?

A gold–silver–bronze command structure is used by emergency services of the United Kingdom to establish a hierarchical framework for the command and control of major incidents and disasters.

'Nuff said!

Tax does have to be taxing.

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