HMRC services better but poor

HMRC’s customer services operations have improved from their low point of 2010 but still represent poor value for money to the taxpayer, a report by the National Audit Office (NAO) concluded yesterday.


By Civil Service World

19 Dec 2012

In 2011-12, HMRC answered 74 per cent of phone calls, against an interim target of 58 per cent. However, the report notes, 20m calls were still not answered.

The report also warns that HMRC may struggle to improve because, by 2014-15, it will have lost large numbers of staff and must help deliver a number of large projects including Universal Credit.

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