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The latest on the joint initiative on service delivery

The latest statement from HMRC and the professional bodies and tax charities involved in the joint initiative on service delivery was published on Friday 10 August (see www.lexisurl.com/OS6z0). The initiative was started in response to the House of Commons Treasury Committee’s July 2011 report on HMRC’s service standards.

Significant news this time was the commitment to publish call waiting times starting in the autumn. Working with stakeholders to agree and publish performance statistics was a key recommendation of the Treasury Committee report. There is however only any purpose in reporting statistics if doing so leads to improvements in service levels. Friday’s linked announcement from HMRC that it would be providing an extra 1 000 call centre staff at a cost of £34m in order to improve the department’s telephone service and...

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