THE RELEASE of statistics detailing HMRC's handling of calls from taxpayers has been hailed as a "major step forward in improving standards" by the ICAEW.
The figures, which measure the number of call attempts, calls handled and how quickly calls are taken, will be released quarterly from now on.
Over the last quarter, 58% of the 8,115,885 calls made to the department's contact centres were taken, with 44% answered inside two minutes. Some 23%, however, waited between ten and 20 minutes to speak to someone.
Frank Haskew, head of ICAEW tax faculty, said: "The ICAEW and other professional bodies have worked closely with HMRC to deliver this key Treasury Committee recommendation. Publication of these statistics is a welcome step as part of wider efforts to improve HMRC's service standards and in particular highlighting concerns with the existing call centre performance.
"As a direct result of our discussions, HMRC also announced that £34m of funding would be reprioritised to fund an extra 1,000 staff to improve call centre performance. For the future, we need to ensure that these improvements will be sustained and do not result in a decline in service standards elsewhere."
You may also like
If budgeting is to have any value at all, it needs a radical overhaul. In today's dynamic marketplace, budgeting can no longer serve as a company's only management system; it must integrate with and support dedicated strategy management systems, process improvement systems, and the like. In this paper, Professor Peter Horvath and Dr Ralf Sauter present what's wrong with the current approach to budgeting and how to fix it.
In this white paper CCH provide checklists to help accountants and finance professionals both in practice and in business examine these issues and make plans. Also includes a case study of a large commercial organisation working through the first year of mandatory iXBRL filing.