Latest data from HMRC suggests that it is struggling to keep up with demand for its new digital services, as satisfaction levels have fallen, although it has significantly improved its phone and post handling capabilities
The monthly performance update shows that HMRC has already exceeded its target of having 7m users of new digital personal tax accounts by April 2017. There were an additional 900,000 new users of a digital account in January, during the run-up to the online self-assessment deadline, bringing the total so far to 8.3m.
However, that increase seems to have tested the system. HMRC says its aim is to achieve an average of 80% customer satisfaction its digital services across the year. In January, one of the busiest times for online activity, that satisfaction rate fell to 72%, which is 2.3% lower than in December 2016.
Overall, customer satisfaction with digital services year-to-date stands at 74%, suggesting the increased activity in January depressed satisfaction levels.
In contrast, HMRC has made significant improvements in both phone call and post handling, both of which are areas where the department has come under fierce criticism from the public accounts committee and professional bodies.
The average speed of answering a call in January was three minutes, substantially better than HMRC’s own target of six minutes. This was despite receiving 4.7mn telephone calls in January 2017, the busiest month for phone calls due to the deadline for submitting self-assessment tax returns.
Overall average speed of answer on phone calls since April 2016 is 3 minutes 58 seconds. On post, HMRC received 900,000 targeted post items in January 2017. The aim is to reply to at least 80% of customer correspondence and complaints within 15 working days across the year, but in January this dipped to 78%.
Overall since April 2016 HMRC has responded to 81% of post within 15 days.
HMRC’s monthly performance report for January 2017 is here.
