HMRC's performance measures

By Technical Team on 12 Jan 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 October and 5 November.

HMRC’s latest figures provide performance data for the second quarter of 2020-21 (July to September).

Throughout this HMRC operated and continued to iterate the COVID-19 support schemes – the Coronavirus Job Retention Scheme (CJRS), Self-Employed Income Support Scheme (SEISS), and Statutory Sick Pay Rebate (SSPR). HMRC also continued to adopt different work patterns, eg with the majority of employees working from home.

Unsurprisingly, call waiting times over this period have fallen short of target, peaking at over ten minutes (against a target of five minutes) with over one-third of callers waiting more than ten minutes to speak to an adviser (against a target of 15%). 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 has improved, but also continues to be below target.

Post handling within HMRC has been changeable, with targets being met in some months but not significantly ahead or behind target levels.

Customer satisfaction with HMRC’s digital services has continued to exceed target levels and peaked in August at 88.5% - beating the 87.9% in May 2020 which was its highest satisfaction level for years – perhaps reflecting the successful delivery of the CJRS and SEISS over this 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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