National Audit Office
The quality of service for personal taxpayers
HMRC aimed to move more customers online thereby reducing staff costs but significant numbers of staff were let go before technical improvements were completed leading to a collapse in service quality in 2015. Services have since improved.
Published 25 May 2016
Value for Money
HM Revenue and Customs
Topics: Commercial and financial management, Digital services, Digital, data and technology, Efficiency and savings, Money and tax, Tax and revenue
Recommendations
No recommendations are indexed here. The report itself may contain some: see the report on nao.org.uk, linked above.