|
The Treasury Committee has expressed its concern that if this continues it may undermine respect for the tax system.
The report, Administration and Effectiveness of HMRC, identified serious concerns in a number of areas, including:
- Unacceptable difficulties contacting HMRC by phone during peak periods
- Endemic delays in responding to post
- An increasing focus on online communication that may exclude those without reliable internet access.
The committee recognised that HMRC performs a crucial role and operates under significant external pressures including continuing resource reductions, deficiencies in tax legislation and the legacy of the merger.
It acknowledged the commitment of management to tackling these problems and the dedication and professionalism of HMRC staff. However, it concluded that the Department has a difficult few years ahead of it, as it attempts to improve its service to taxpayers and benefits claimants, stabilise the PAYE system and introduce real-time information.
Welcome
The Chartered Institute of Taxation (CIOT) welcomed the report, which drew on evidence from a number of professional bodies including the CIOT.
Anthony Thomas, President of the Chartered Institute of Taxation, said: “Successive operational failings and unacceptably poor levels of service have damaged public confidence in the tax system.
Advertisement 
“HMRC must act urgently on these recommendations or risk undermining confidence in the tax system still further. The recommendations are in line with the aspirations of the HMRC Charter, which was intended to embed a taxpayer perspective from the bottom to the top of the Department.
“I hope the Committee will call back HMRC officials in the near future, and regularly thereafter, to monitor the Department’s progress.”
Recommendations
The committee made recommendations in the following areas:
- Improving the service provided by contact centres, particularly in relation to escalating complex queries and providing alternatives to 0845 numbers
- Providing robust alternative to online contact, including more cost-effective ways of providing face-to-face advice
- Ensuring greater awareness of the impact of process changes on individuals and businesses, in particular recommending senior staff spend time with tax practices, charities and businesses
- Ensuring reductions in resources are managed in a way that is commensurate with the enabling IT and process improvements and minimises the loss of Departmental tax expertise
- Reviewing the division of responsibilities between HMRC and HM Treasury in relation to making tax policy, to ensure practical considerations are taken into account at the earliest possible stage
Better targeting of letters that threaten serious consequences against individuals
- Having the National Audit Office externally audit preparations for real-time information, to ensure Ministers can be held accountable for progress against the Government’s ambitious timetable
- Examining how the Department can achieve better accountability around the settlement of large tax cases.
--
If you wish to comment on this article, please log in and use the Reply button below. Registering is free and easy - see 'Join Shout99'.
-
Susie Hughes © Shout99 2011
|
