In a reply to a joint letter from the professional bodies which took the unusual step of openly criticising HMRC’s service levels, HMRC has reported steady progress on performance metrics over the last year.
The complaint letter had called for three specific actions:
confirmation that HMRC was on target to implement the Public Accounts Committee recommendations around HMRC service levels and recovery plans;
roll-out of the performance dashboard, integrated with the ‘Where’s My Reply’ service; and
publication of the most recent HMRC performance statistics.
In response, HMRC notes that its agent dedicated line response times now rarely exceed ten minutes, although it invites the professional bodies to raise any specific problems to aid further investigation.
The agent dashboard and Where’s My Reply service were to have been updated and restored to gov.uk ‘before the end of June’ (the performance dashboard had previously run on a trial basis) and HMRC says that those issues most frequently raised with the professional bodies will be included on the dashboard, giving agents access to the relevant information.
HMRC has begun to publish more recent performance statistics, and has committed to making the April, May, June and 2022/23 Q1 figures available in August.
In a reply to a joint letter from the professional bodies which took the unusual step of openly criticising HMRC’s service levels, HMRC has reported steady progress on performance metrics over the last year.
The complaint letter had called for three specific actions:
confirmation that HMRC was on target to implement the Public Accounts Committee recommendations around HMRC service levels and recovery plans;
roll-out of the performance dashboard, integrated with the ‘Where’s My Reply’ service; and
publication of the most recent HMRC performance statistics.
In response, HMRC notes that its agent dedicated line response times now rarely exceed ten minutes, although it invites the professional bodies to raise any specific problems to aid further investigation.
The agent dashboard and Where’s My Reply service were to have been updated and restored to gov.uk ‘before the end of June’ (the performance dashboard had previously run on a trial basis) and HMRC says that those issues most frequently raised with the professional bodies will be included on the dashboard, giving agents access to the relevant information.
HMRC has begun to publish more recent performance statistics, and has committed to making the April, May, June and 2022/23 Q1 figures available in August.
