MID-YEAR results have shown that HM Revenue & Customs is improving the service it provides to taxpayers.
The figures, which are not being released, show that it is on target to increase its compliance yield by £1bn on 2010/11, to £15bn a year. There has been an increase in calls answered, up to 71% in the first six months of the year from 38% in the same period of 2010/11.
The number of letters waiting to be actioned has decreased from one million in July 2009 to 577,000 in April 2011 and 163,000 in September 2011. There is a similar story in the number of PAYE cases closed, 277,000 PAYE open cases manually cleared against a target of 208,000 so far this year.
“HMRC is making real progress improving customer services. So far this year, we have boosted compliance, answered more phone calls and responded to post significantly faster. We are far from satisfied, but we are heading in the right direction,” a HMRC spokesperson said.
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