HMRC's performance measures

By Technical Team on 08 Jul 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 2 July 2020

HMRC’s latest figures provide performance data for the months of April and May 2020, being the first two months of the financial year 2020-21.

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.

Whilst call volumes in these two months were over 30% lower than the equivalent period in 2019-20 (which were significant due to the introduction of Making Tax Digital for VAT), call waiting times are nearly four minutes longer, with an average speed of answering a call hitting 14 minutes and 59 seconds in May. 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, although we are pleased to see that HMRC seems to have improved its post handling and latest figures show it meeting these targets.

Customer satisfaction with HMRC’s digital services has continued to exceed target levels and in May 2020 was at its highest satisfaction level for years – perhaps reflecting the successful delivery of the CJRS and SEISS in April and May. 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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