From next year HMRC will publish its customer service performance data more regularly and in greater detail. This will include the monthly publication of digital, telephony and postal performance data, as well as new customer complaints data.
The details published will show an objective appraisal of HMRC’s customer service record. The data will hopefully identify where improvements can be made and incentivise HMRC to make the required changes. It is presumed that this will reassure taxpayers and their advisers that HMRC are taking their commitment to providing good customer service, in the light of the poor performance over the past few years with unanswered telephone calls and delays in dealing with post.