HMRC's performance measures

12 Apr 2021

HMRC's performance targets are set out in their single departmental plan, updated on 1 October 2019. These include a number of customer-orientated measures such as call handling times and post turnaround. These measures are reported by HMRC on a monthly and quarterly basis.

In this schedule  we identify those performance measures and highlight how HMRC has performed against them. We will keep this page updated regularly.

Commentary on figures published on 1 April 2021:

HMRC’s latest figures provide performance data for the month of February 2021.

Call waiting times in February have again fallen short of target at nearly fifteen minutes (against a target of five minutes), with a year to date average for 2020-21 of eleven and a half minutes. Nearly half of all callers had to wait more than ten minutes to speak to an adviser (against a target of 15%), with a year to date average of 43%. As with most organisations adapting to work patterns in the lights of COVID-19, there has been a significant impact on phone services.

I-form performance in February was less than half its target, with 45% of forms cleared within seven days of receipt (against a target of 95%). Poor post performance has continued, with 44% of post cleared within 15 days of receipt (against a target of 80%); dragging down the year to date average to below 70%. In February less than 75% of post was handled within 40 days of receipt (against a target of 95%).

Customer satisfaction with HMRC’s digital services remains high, being 84% in February (against a target of 80%), with a year to date average of 85.3%. Similarly, HMRC continues to handle tax credit and child benefit claims comfortably within its service level targets.

If you have any comments regarding this schedule please contact technical@ciot.org.uk.