This report is a bit bewildering. The foreword clearly states that it is “HMRC’s departmental improvement plan for 2014”. But it was not published until March 2015. Perhaps the title is misleading as one might expect that an improvement plan should set up how an organisation is going to improve in the future?

Nevertheless the report is quite an indictment of how HMRC aren’t performing with red performance lights in five areas and either amber or red in all six areas of “customer experience”. The red lights in call attempts handled and post cleared aren’t unexpected. You, our members, tell us that these are some of the most difficult areas of engagement you experience with HMRC.

Page 5 sets out how HMRC has been performing in four key areas broken down into 22 key metrics. Only 9 of those metrics are given a green light in the report. Much room for improvement.

This 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 are asked to contact Leontia Doran with their experience of HMRC service matters and communication protocols.