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HMRC economical with the truth – perish the thought!
No CommentsWith the whole question of honesty, fairness and paying the right amount of tax at the forefront of HMRC’s compliance and investigation drive, it is interesting to note that HMRC have fallen foul of the Treasury Select Committee. They have come out and questioned excerpts from HMRC’s Annual Report and quite rightly too. These reports should be factually correct but as the next few paragraphs show it’s no wonder HMRC is in such trouble, its conning itself and trying to do the same to the rest of us
4 54. In its Annual Report 2009, HMRC claims[88] that it is hitting its target to improve customers’ experience, and that “results indicate that customer satisfaction exceeds our target levels.”[89] We find it hard to reconcile these claims with its customer complaint levels and call response rates. Whilst we accept that these are not the whole picture, we urge HMRC to reflect on whether customer experiences of HMRC are yet improving as much as the DSO2 “strong progress” summary implies.
In particular, call response rates—though improving—remain at unacceptably low levels. The April 2011 target of answering 90% of calls remains challenging and will continue to require the attention of senior management.
68. In a previous report,[108] we recommended that HMRC improve its contracts with IT providers, noting that one new IT system had been delayed by a year. One consequence of this delay is that, during 2008-09, the number of open cases (where a case requires manual clerical attention) increased from 16.2 million in 2007-08 to 35 million.
Against this background, we were surprised to see HMRC declare in its Annual Report that “HMRC has been hailed as a shining example of how to use technology to take government services to a new level.”[109] Lesley Strathie, however, remained bullish about HMRC’s IT progress, including a new agreement with its suppliers under the Aspire contract “which will significantly reduce cost for department over the coming years.”[110]
Unbelievable levels of arrogance will not improve service levels – that is a fact!
Published on March 17, 2010 · Filed under: HMRC – what are they up to?; Tagged as: compliance audit, compliance audits, compliance procedures, employer compliance review, Inland Revenue investigations, PAYE investigation, tax enquiry, tax investigation