The National Audit Office (NAO) has published its report on HMRC’s performance during 2019. The report provides an overview of the department’s responsibilities and how it spends its money, key developments in its areas of work and findings from other recent NAO reports.
Major areas of work during the year included HMRC’s digital transformation programme, devolved administrations’ tax powers, Brexit, and customer service.
HMRC achieved four of its eight main customer service targets in 2018/19 (turnaround of tax credits and child benefit claims, dealing with 95% of post within 40 days, and satisfaction with online services) and missed the other four (dealing with 80% of post within 15 days, answering phone calls within an average of 5 minutes, number of callers waiting more than 10 minutes, and online forms turned around within 7 days).
Areas highlighted for particular attention over the coming year are: delivering changes required to customs, VAT and excise systems as a consequence of the UK leaving the EU; delivery of digital aspects of HMRC’s transformation programme; reducing error and fraud in tax credits; and adapting systems to the modern economy, involving more self-employment and growing use of employment intermediaries and online platforms.
The National Audit Office (NAO) has published its report on HMRC’s performance during 2019. The report provides an overview of the department’s responsibilities and how it spends its money, key developments in its areas of work and findings from other recent NAO reports.
Major areas of work during the year included HMRC’s digital transformation programme, devolved administrations’ tax powers, Brexit, and customer service.
HMRC achieved four of its eight main customer service targets in 2018/19 (turnaround of tax credits and child benefit claims, dealing with 95% of post within 40 days, and satisfaction with online services) and missed the other four (dealing with 80% of post within 15 days, answering phone calls within an average of 5 minutes, number of callers waiting more than 10 minutes, and online forms turned around within 7 days).
Areas highlighted for particular attention over the coming year are: delivering changes required to customs, VAT and excise systems as a consequence of the UK leaving the EU; delivery of digital aspects of HMRC’s transformation programme; reducing error and fraud in tax credits; and adapting systems to the modern economy, involving more self-employment and growing use of employment intermediaries and online platforms.
