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Thirty-sixth report of Session 2010-12 : Documents considered by the Committee on 6 July 2011, including the following recommendations for debate, preparation of the 2012 EU Budget; financial assistance to Member States: Ireland; economic governance: the

HMRC

Great Britain: Parliament: House of Commons: Committee of Public Accounts

Published: 2013-03-18

Total Pages: 36


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In 2011-12, 20 million phone calls to HMRC were not answered. It cost the callers £136 million while they waited to speak to an adviser. And, against its target of responding to 80% of letters within 15 days, the department managed to reply to just 66%. Officials are beginning to realize that good customer service lies at the heart of any strategy to maximize revenues while cutting costs. Callers will no longer be forced to use the more expensive 0845 numbers. Other planned changes include the resolution of more queries first time and a call-back service where this is not possible. However, HMRC's new target of answering 80% of calls within five minutes is still woefully short of the industry standard of answering 80% of calls within 20 seconds. Just how the department is going to improve standards of customer service, given the prospect of its having fewer staff and receiving a higher volume of calls, is open to question. HMRC plans to cut the number of customer-facing staff by a third by 2015. At the same time, the stresses associated with introducing the Real Time Information System, Universal Credit and changes to child benefit are likely to drive up the number of phone calls to the department. HMRC is also to close all of its 281 enquiry centres which give face-to-face advice to customers. HMRC considers that it will be able to improve service standards by using its staff more flexibly. It may need to put in additional resources, though, to avoid the kind of plummeting performance we have seen in the past
The Committee have made taxation a key area of focus during this Parliament and have published 20 reports on taxation and made over 100 recommendations to HM Revenue and Customs (HMRC) and HM Treasury aimed at improving HMRC's performance and strengthening confidence in the tax system. The Committee believe they have influenced the debate about multinational companies paying the appropriate amount of tax due, based on their transactions conducted within the UK; exposed serious problems with how the tax planning industry pushes aggressive tax avoidance schemes to businesses and wealthy individuals; helped to reform how HMRC tackles marketed tax avoidance schemes and settles tax disputes with large corporates; and challenged HMRC to provide a better and more even-handed service to customers. The Committee welcome the action that HMRC has taken in response to the recommendations and the progress that has been made. But much remains to be done; for example, HMRC must urgently transform its currently unacceptable levels of customer service. The Committee further welcomes the lead the UK Government has taken in this area on the international stage and call on the next government to continue this work and undertake to tackle both the industry and culture that surrounds and supports tax evasion and aggressive avoidance.
Despite the large sums available for promoting economic growth locally, little money has actually reached businesses. Of the £3.9 billion that has been allocated in total to these initiatives, only nearly £400 million had made it to local projects by the end of 2012-13. Under the Regional Growth Fund, the largest of the schemes, the Departments will need to spend £1.4 billion this year, compared to the £1.2 billion spent over the previous three years. Some £1 billion of the remaining £3.5 billion allocated to initiatives is currently parked with intermediary bodies such as local authorities, Local Enterprise Partnerships and banks - and the rest with the Departments. The Departments should introduce binding milestones for distributing funds and move quickly to claw back money not being spent - or spent disproportionately on administration - and redistribute it to better performers. Progress in creating jobs is falling well short of the Departments' initial expectations. The Departments' estimate of the cost per job created has also risen from £30,400 in Round One to £52,300 in Round Four - a 72% increase. The Departments also agreed that there is a risk of double-counting, with the same jobs scored more than once to different initiatives. The local growth initiatives have not been managed as a coordinated programme with a common strategy, objectives or plan. The recent creation by the Departments of a single growth directorate and a programme board is welcomed. Concern remains however that the Departments are not yet using the new oversight arrangements effectively.