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] ciot.org.uk.