NAO: HMRC needs to improve telephone service

Date: 18th January 2010

A new report from the National Audit Office (NAO) has revealed that HM Revenue & Customs (HMRC) is operating "well below" target in regards to performance in answering telephone enquiries.

According to the report, only 57 per cent of the 103 million call attempts between 2008 and 2009 were answered.

By way of comparison, the figure for the previous year was 71 per cent, while the department's benchmark is set at 90 per cent.

Amyas Morse, head of the NAO, said: "HMRC seems to be going in the right direction seeking strategic savings by reducing face to face interaction where the job can be done by telephone or online.

"However, this may not be much comfort if yours was one of the 43 per cent of calls which did not get an answer in 2008-09."

Mr Morse added that the department needs to raise standards "significantly" in order for "technology-enabled working" to be cost effective and receive taxpayer support.