HMRC's performance measures

By Technical Team on 11 Mar 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 latest figures published on 5 March 2020

HMRC’s latest figures provide performance data for the month of January 2020.

Perhaps as a result of the Self-Assessment peak, some of the key performance areas suffered in January 2020; in particular call handling times.

i-forms performance and post cleared within 40 days remain just outside of target, but HMRC is consistently comfortably meeting tax credit and child benefits claims targets, as well as customer satisfaction with digital services.

If you have any comments regarding this schedule please contact technical [at]

Posted in: Technical News