Revenue and Customs: Standards
The question
To ask the Chancellor of the Exchequer, what recent assessment she has made of the (a) effectiveness of HMRC’s administrative and data handling processes and (b) adequacy of the average time taken by HMRC to respond to correspondence and resolve ongoing cases; and what targets are in place to improve response times.
Answered by Dan Tomlinson
The Government has set out its approach to improving the effectiveness of HMRC’s administrative and data‑handling processes in the HMRC Transformation Roadmap, which outlines HMRC’s digital-first approach. HMRC is modernising systems, making better use of data and technology, and increasing automation and self-serve digital options to support customers and staff.
Improving day‑to‑day performance is a key priority for HMRC. HMRC has a service standard for handling customer correspondence, with the aim of processing 80% of priority post within 15 working days, and 95% within 40 working days.
Regular performance updates are published on GOV.UK - https://www.gov.uk/government/collections/hmrc-quarterly-performance-updates
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