H. M. Revenue and Customs Departmental Autumn Performance Report 2009
H. M. Revenue and Customs Departmental Autumn Performance Report 2009

Author: Great Britain. HM Revenue & Customs

Publisher: The Stationery Office

Published: 2009

Total Pages: 52

ISBN-13: 9780101777421

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HMRC is the UK's tax administration, responsible for administering income tax, corporation tax, VAT, National Insurance contributions, excise dutes, environmental taxes, insurance premium tax, capital gains tax, petroleum revenue tax and stamp duty. It is also responsible for the payment of tax credits, child benefit and child trust fund endowments. Some of the achievements recorded for the first part of 2009-10 include: collection of over £209 billion in revenue; delivery of the biggest change to PAYE system in 20 years with the launch of the new PAYE Service and Work Management System (MPPC); delivery of the largest learning intervention in the UK this year with that new service; delivered 14 full or partial vacations of HMRC locations resulting in savings of £6.8 million; achieving platinum status in the Business in the Community Corporate Responsibility Index and the launching of the Health in Pregnancy Grant

HM Revenue and Customs
HM Revenue and Customs

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

Publisher: The Stationery Office

Published: 2010-03-25

Total Pages: 40

ISBN-13: 9780215545244

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HM Revenue and Customs' performance in responding to calls has been poor. In 2008-09, HMRC answered only 57 per cent of the 103 million calls to its main helplines, compared to an industry standard of 95 per cent; callers waited on average two minutes, and nearly four minutes in peak periods to speak to an advisor; and yet contact centre staff spent only 38 per cent of their time handling calls against an industry benchmark of 60 per cent. HMRC has set a target to answer more than 90 per cent of calls by March 2012, but achieving this would still fall short of best practice. It could do more to reduce the confusion caused by having 139 telephone numbers. A total of 6.8 million calls failed accuracy checks in 2008-09 because advisors did not follow guidance and procedures, but HMRC does not know how often the advice it provides by telephone is actually incorrect. HMRC could also match staffing levels more closely to levels of demand, as the number of calls fluctuates significantly around key statutory deadlines during the year. There are also significant opportunities to reduce costs and improve its responsiveness by reducing the number of unnecessary calls. HMRC estimates that 35 per cent of calls are avoidable, often from people seeking to clarify information they had received which they did not understand, or chasing progress on items being processed in other parts of the department.

Administration and effectiveness of HM Revenue and Customs
Administration and effectiveness of HM Revenue and Customs

Author: Great Britain: Parliament: House of Commons: Treasury Committee

Publisher: The Stationery Office

Published: 2011-07-30

Total Pages: 206

ISBN-13: 9780215561039

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This report identified serious concerns in a number of areas, including: 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. However, it concluded that the Department has a difficult few years ahead of it, as it attempts to improve its service. 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; ensuring reductions in resources are managed in a way that is commensurate with the enabling IT and process improvements and minimises the loss of Departmental tax expertise; 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; 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

Administration and expenditure of the Chancellor's departments, 2008-09
Administration and expenditure of the Chancellor's departments, 2008-09

Author: Great Britain: Parliament: House of Commons: Treasury Committee

Publisher: The Stationery Office

Published: 2010-03-09

Total Pages: 186

ISBN-13: 9780215544506

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The Chancellor's departments faced extraordinary challenges during 2008-09, mainly arising from the need to respond to the emerging financial crisis and associated economic downturn. The report concludes that it is very difficult to draw final conclusions regarding their level of success - too much remains unfinished business. It draws attention, in particular, to the new relationship between the Treasury and UKFI, and recommends that the Government considers whether the formal terms of the relationship need some re-definition in the light of experience. The report is particularly concerned by the dire results for HM Revenue & Customs (HMRC) of a cross-Government staff survey pilot study. The Report calls for HMRC management to publish a clear and detailed plan to provide focus and direction to their efforts to re-engage with their workforce. Noting a rise in customer complaints and that, on average, only 57 per cent of calls to HMRC contact centres were answered during 2008-09. HMRC should publish more data to enable effective scrutiny of its performance against its targets, data which is essential for tax gaps to be closed and for the take up of the working tax credit to be assessed and improved. The Report is critical of the failure of most departments to provide accurate and timely monthly in-year figures to the Treasury. Other sections of the report cover National Savings & Investment, the revaluation of UK statutory ports and the performance of the Royal Mint.

Independent review of reported CSR07 value for money savings
Independent review of reported CSR07 value for money savings

Author: Great Britain: National Audit Office

Publisher: The Stationery Office

Published: 2010-07-20

Total Pages: 32

ISBN-13: 9780102965414

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In Autumn 2009, HMRC reported it had achieved savings of some £300 million. The NAO examined reported savings in staffing, estates, IT and procurement which totalled £288 million a year, some 90 per cent of the reported total savings. The NAO rated 42 per cent (£121 million) as sustainable savings (green), 45 per cent (£129 million) as savings but with some uncertainty (amber) and 13 per cent (£38 million) as overstated (red). This report accompanies the broader NAO progress report on VFM savings (HC 291, 9780102965391)

Department for Transport
Department for Transport

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

Publisher: The Stationery Office

Published: 2011-07-09

Total Pages: 36

ISBN-13: 9780215560407

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The InterCity East Coast Mainline is a hugely significant rail service, carrying around 19 million passengers a year between London, the North East and Scotland. In 2005, a contract was awarded to Great North Eastern Railway, but financial difficulties at its holding company meant that the franchise failed 18 months later. In 2007, a new contract was awarded to National Express to run the franchise on the basis that it would pay the Department £1.4 billion over seven and a half years. At the time, the East Coast franchise was one of three operated by National Express. As a result of the economic downturn, expected passenger revenues did not materialise and National Express announced in July 2009 that it wanted to opt out of the contract and would not provide the necessary financial support to the East Coast franchise. National Express paid just £120 million to walk away from a contract worth £1.4 billion to the taxpayer. The Department turned down the offer of an extra £30 million for a 'no fault' exit in order to send a warning to other holding companies. But the Department completely undermined its position by making clear that the termination would not be held against National Express in future bids. In doing so, the Department allowed National Express to get away scot free and with its reputation intact. By its actions in this case, the Department has potentially incentivised other holding companies with loss-making franchises to terminate, rather than renegotiate, their contracts. In future the Department must make clear to such companies that failure to deliver on their obligations will have serious lasting consequences.

Department for Education
Department for Education

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

Publisher: The Stationery Office

Published: 2012-05-11

Total Pages: 48

ISBN-13: 9780215044075

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The Department for Education is distributing £56.4 billion in 2011-12 to schools, local authorities and other public bodies for the delivery of education and children's services in England. The Department has set out how it intends to provide Parliament with assurance about the regularity, propriety and value for money in an Accountability System Statement (the Statement) of which the Committee has now seen three drafts. Responsibility for value for money is shared by the Department with schools, academy trusts, local authorities, the Young People's Learning Agency and the Department for Communities and Local Government. However, the Statement does not yet clearly describe the specific responsibilities of each body, how these will interact, or how the Department will assess value for money across the entire education system. The Department relies on local authorities and the YPLA to exercise financial oversight over local authority maintained schools and academies respectively. However, oversight by some local authorities is currently weak and could worsen as many authorities reduce the resources they devote to overseeing their schools. There are also concerns about whether the YPLA will have the right skills, systems and capacity to oversee the rapidly increasing numbers of academies expected in coming years. More consistent requirements for data and data returns must be applied to all schools so that academic and financial performance can be benchmarked, and all schools can be held accountable. The Department needs to enforce these requirements more stringently, particularly given previous problems with lack of compliance

Parliamentary Debates (Hansard).
Parliamentary Debates (Hansard).

Author: Great Britain. Parliament. House of Commons

Publisher:

Published: 1927

Total Pages: 1318

ISBN-13:

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Contains the 4th session of the 28th Parliament through the session of the Parliament.

Department for Work and Pensions
Department for Work and Pensions

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

Publisher: The Stationery Office

Published: 2012-05-15

Total Pages: 64

ISBN-13: 9780215045041

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The Work Programme, designed to help long-term unemployed people into sustainable employment, started in June 2011, replacing virtually all welfare to work programmes run by the Department for Work and Pensions. Over the next five years, the Programme is expected to help up to 3.3 million people at a cost of £3-5 billion. 18 prime contractors, each with sub-contractors, are contracted to deliver the Programme across England, Scotland and Wales. The Department has done well to introduce the Work Programme in 12 months. Prime contractors receive the majority of their payments once a participant has stayed in a job for a set period of time, with the length of time varying according to claimant group. Although some financial risks have been transferred to the providers, the test of whether the Programme is achieving value for money will be whether more people are in work as a result of the Programme than would have been if it had not existed and that the wider social benefits which underpin the cost benefit analysis are delivered in practice. The Department should seek assurance on a range of issues: that sub contractors are treated fairly, not misled into accepting inappropriate contracts, and receive the number of cases and funding they were promised; that harder to help claimants are not parked and ignored; and ensuring proper value for money. The Department relies on contractors to set minimum standards of service but has no measurable indicators against which the quality of service can be judged