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HMRC unveils half-year performance figures

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HMRC has released performance figures for the first half of tax year 2012/13. The figures show that:

  • additional revenues brought in by compliance work were over £6bn at September 2012;
  • 65.5% of call attempts were ‘handled’ in the period against a target of 75%, although HMRC notes that the figure improved in September to 87.1% of call attempts and that, with plans to recruit 1,000 additional call centre staff from November 2012, the department expects to meet the target of answering 90% of all calls by March 2013 (two years ahead of schedule). As reported in Tax Journal last week, the publication of data is a key measure in addressing call centre performance;
  • HMRC is on target to clear all PAYE backlogs by March 2013;
  • 79.5% of post was handled within 15 days, against a target of 80% – a significant improvement over the same period in 2011; and
  • UK tax credit and child benefit claims were cleared in an average of 15.1 days, against a target of 22 days.