Administration and Effectiveness of HM Revenue and Customs

HC 731, Sixteenth Report of Session 2010-12 - Volume I: Report, Together with Formal Minutes, Oral and Written Evidence

Author:

House of Commons - Treasury Committee

Publisher:

TSO (The Stationery Office)

Price: £22.00

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In this report, 'Administration and Effectiveness of HM Revenue and Customs (HC 731)' the Treasury Committee identifies serious concerns in a number of areas of HM Revenue and Customs (HMRC) and comments that the Department has a difficult few years ahead as it attempts to improve its service.

Concerns for HMRC include:

• unacceptable difficulties contacting HMRC by phone during peak periods;

• endemic delays in responding to post; and

• an increasing focus on online communication that may exclude those without reliable internet access.

The Committee recognises that the Department performs a crucial role and operates under significant external pressures including continuing resource reductions, deficiencies in tax legislation and the legacy of the merger. It also acknowledges the commitment of management to tackling these problems and the dedication and professionalism of HMRC staff.

The Committee makes recommendations in the following areas:

• improving the service provided by contact centres;

• providing robust alternative to online contact;

• ensuring greater awareness of the impact of process changes on individuals and businesses;

• reviewing the division of responsibilities between HMRC and HM Treasury in relation to making tax policy, to ensure practical considerations are taken into account at the earliest possible stage;

• making sure reductions in resources are managed in a way that is commensurate with enabling IT and process improvements and minimising the loss of Departmental tax expertise;

• better targeting of letters that threaten serious consequences against individuals;

• having the National Audit Office externally audit preparations for Real-time Information to ensure Ministers can be held accountable for progress against the Government's ambitious timetable; and

• examining how the Department can achieve better accountability around the settlement of large tax cases.

Extent	196 pages	ISBN	9780215561039
Size	A4	Price	£22.00
Format	Paperback	Published	30 Jul 2011
Availability	Colour copy: 3 - 5 days	Delivery	Delivery options and charges