Taxman misses 44 million calls
After a fall in performance HMRC's call centre begins to make improvements
After a fall in performance HMRC's call centre begins to make improvements
Up to 44 million calls to HM Revenue & Customs went in the year 2008-09,
according to a report from the
National
Audit Office.
The report revealed that the year saw 103 million calls in total to HMRC’s
directorate handling telephone enquiries. The answer rate fell to 57% from 71%
the previous year.
However, the call rate to the directorate had increased by 22% and the
monthly rate could range from four million to 17million calls.
The call centre recognised “this level of performance unacceptable” and put
in place measures for improvement.
The National Audit Office: “Early indications are encouraging: in the first
half 2009-10 the number of callers reduced by 12% and the number of call
atemmpts by 34%. The directorate has increased the percentage of calls answered
to 73% compared with 48% in the first half 2008-09.”
In conclusion the NAO said: “In terms of handling telephone enquiries, the
Department is not currently achieving value for money, as it recognises.”
It said appropriate changes could lift the answer rate to 90% and save the
department up to £50m.
Read more:
Union
outraged at HMRC job losses
More about:
In the past decade, the professional services industry has transformed significantly. Digital disruptions, increased competition, and changing market ...
View resourceIn recent months, professional services firms are facing more pressure than ever to deliver value to clients. Often, clients look at the firms own inf...
View resourceIn a world of instant results and automated workloads, the potential for AP to drive insights and transform results is enormous. But, if you’re still ...
View resourceThe first phase of Making Tax Digital (MTD) saw the requirement for the digital submission of the VAT Return using compliant software. That’s now behi...
View resourceThe Low Income Tax Reform Group believes the government should have included tax initiatives in its plans for disabled people and employment Read More...
View articleThe revised guidance sets out the circumstances under which trustees need to disclose the identities of beneficiaries to HMRC Read More...
View articleHMRC's new leader claims that customer service levels are on the up Read More...
View articleThe government department made a very costly administration error in a letter to a tax avoidance user Read More...
View articleHMRC assessed the company for over £50,000 of underpaid VAT relating to the hire of the hotel’s Tamarisk Room Read More...
View articleThe number of investigations into high-value big companies that HMRC suspect of using transfer pricing to avoid tax has fallen by 15% in a year Read M...
View articleHMRC launches a consultation document that looks to strengthen government efforts against transfer mispricing Read More...
View articleHMRC taskforces have recovered more than £500m since they were launched five years ago Read More...
View article