HMRC's performance measures

By Technical Team on 08 Sep 2020

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 27 August and 3 September.

HMRC’s latest figures provide performance data for the first quarter of 2020-21 (April to June), and the month of July.

This period saw the development and roll-out of the COVID-19 support schemes – the Coronavirus Job Retention Scheme (CJRS), Self-Employed Income Support Scheme (SEISS), and Statutory Sick Pay Rebate (SSPR) – and HMRC itself adapting work patterns because of the pandemic, including having substantial numbers of employees working from home.

Call waiting times over this four month period ranged between eight and fifteen minutes, as compared to a target of five minutes. 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 also continues to be below target.

Post handling within HMRC has been changeable, with targets being met in some months but not others.

Customer satisfaction with HMRC’s digital services has continued to exceed target levels and indeed in May 2020 was at its highest satisfaction level for years – perhaps reflecting the successful delivery of the CJRS and SEISS over this four month period. 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 [at] ciot.org.uk.

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