HMRC’s Annual Report and Accounts for the tax year 2016-17 revealed the best results for customer service performance. The report sets out HMRC’s latest performance results which includes the collection of £28.9 billion from compliance activities, which exceeded their government target. With total tax revenues of £574.9 billion, this report shows record tax revenues for the seventh year in a row. The Annual Report is available here.
HMRC online services and new improvements have made it easier for customers to obtain information, advice and support. The improvements have also made it easier to process returns which has lead to an increased number of HMRC customers going digital. For example, over 9.4 million HMRC customers accessed their Personal Tax account online and HMRC conducted over 1.6 million web chats.
Customers can still contact HMRC by telephone or post seven days a week. The average call waiting time for customers to get through to HMRC during 2016-17 was approximately 4 minutes. Postal levels are the lowest in recent years.
Regarding renewing tax credits, nearly 2.5 million did so ahead of the deadline of 31st July 2016 and around one million people renewed their tax credits online, an increase of 30% on the previous year.
HMRC’s Charter Annual Report sets out the relationship between HMRC and their customers, what customers can expect from HMRC, and the behaviours HMRC expect from their customers. This helps HMRC strive for their commitment to provide excellent customer service. The Charter Annual Report can be viewed here.