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Up to standard?

03 January 2012 / Paul Aplin
Issue: 4335 / Categories: Comment & Analysis
PAUL APLIN reports on the progress of the joint initiative on HMRC service delivery


  • Improving HMRC’s service standards.
  • Ninety agents and firms have come forward.
  • HMRC appear to be listening.
  • Two-way learning process.
  • Areas identified for action during 2012.

Back in October I wrote about a joint initiative between professional bodies tax charities and HMRC to try to improve the Revenue's service delivery.

Just to recap the House of Commons Treasury Committee’s report published at the end of July recommended that HMRC should:

‘work with the professional bodies tax charities and businesses to develop a series of performance indicators that credibly reflect customers’ end-to-end experience of dealing with HMRC… draw up minimum service standards for dealing with post in a timely and accurate fashion… and look at the progress of correspondence end-to-end rather than in relation...

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