HMRC's performance measures

By Technical Team on 11 Feb 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 6 February 2020

HMRC’s latest figures provide performance data for the month of December 2019, and the third quarter of the 2019/20 year (ie October, November and December 2019).

HMRC continues to build upon recent improvements against its performance measures with continued increases in performance during December 2019 in some key areas; in particular call handling times and processing of post. It is also consistently comfortably meeting tax credit and child benefits claims targets. However, i-forms performance, whilst improving, remains just below target, and some of the stubborn outliers - the number of customers waiting over 10 minutes to speak to an HMRC adviser, and post cleared within 40 days - remain just outside of target.

Year to date performance levels are improved, but many are still below target due to the poor performance earlier in 2019/20.

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

Posted in: Technical News