HMRC have published their latest Business Plan indicators for the quarterly period to 30 June 2014. These statistics examine a number of business plan indicators across a range of areas including postal and phone performance. It should be noted that the figures published are initial management information to provide an indication of HMRC’s performance, and are therefore subject to revision and audit.

No commentary has been made on the publications as yet but it is clear that HMRC are struggling to achieve further improvement in key areas though incremental improvements are noted in some statistics. In particular, it is noted that contact centre call stats indicate that the % of call attempts handled by HMRC’s contact centres within 5 minutes has fallen from 70.5% in quarter 4 of 2013–14 to 40.3% in 2014–15.

The Institute continuously engages with HMRC in respect of service matters. Your feedback is vital in assisting us with the provision of evidence based feedback to support our representations to HMRC. Members can contact Leontia Doran at any time with feedback.