
I’ve just put the phone down, after being on hold to HMRC for 45 minutes, for them to tell me that they haven’t actioned my call from 6 months ago – I can feel my blood starting to boil.
This is not an isolated incident and HMRC’s advice today was to ring back in a month or so to see if the case had moved on. Another mammoth session on hold incoming!
Interestingly, the National Audit Office (NAO) recently published a comprehensive report evaluating the customer service performance of HMRC. This audit sheds light on several critical aspects of HMRC’s service delivery, highlighting both achievements and areas requiring significant improvement.
Below is a summary of the key findings from the report:
Customer Service Performance
1. Improvements and Achievements:
• The NAO recognised HMRC’s efforts in enhancing their digital services, which have facilitated easier access to information and self-service options for taxpayers. This shift towards digital platforms has been a significant step in modernising their customer service approach.
• HMRC has made notable progress in reducing call waiting times. The implementation of new systems and processes has contributed to a more efficient handling of telephone enquiries, which has been a persistent issue in the past.
2. Ongoing Challenges:
• Despite improvements, the report identifies that HMRC continues to struggle with consistently meeting customer service targets. There are significant fluctuations in service quality, particularly during peak periods such as tax deadlines.
• The NAO highlighted a high rate of unanswered calls, which remains a concern. Many customers experience long wait times or fail to get through to an agent, resulting in frustration and dissatisfaction.
3. Staffing and Resources:
• The audit points out that HMRC faces challenges related to staffing levels. There is a need for a better allocation of human resources to manage the volume of enquiries effectively. The report suggests that investing in training and development for staff could enhance their capability to handle complex queries more efficiently.
• Budget constraints have also impacted HMRC’s ability to maintain and improve customer service standards. The NAO emphasises the importance of securing adequate funding to ensure that HMRC can sustain and build upon recent improvements.
4. Technological Integration:
• While the shift to digital services has been beneficial, the report notes that not all customers are equally comfortable or capable of using these platforms. HMRC needs to ensure that alternative channels remain robust and accessible for those who require them.
• The integration of technology in customer service has not been seamless. There are instances of technical glitches and system downtimes that hinder the overall customer experience. The NAO recommends continuous monitoring and upgrading of technological infrastructure to mitigate these issues.
Recommendations for Improvement
1. Enhancing Digital and Telephone Services:
• The NAO suggests that HMRC should continue to refine their digital services, ensuring they are user-friendly and reliable. Additionally, maintaining a balance between digital and traditional service channels is crucial to cater to diverse customer needs.
• To address the issue of unanswered calls, the report recommends increasing the number of customer service representatives during peak times and exploring automated solutions to handle high volumes of routine inquiries.
2. Investing in Human Resources:
• A strategic approach to staffing is essential. The NAO advises HMRC to conduct regular reviews of staffing requirements and provide ongoing training to ensure staff can handle a wide range of customer queries effectively.
• Improving employee satisfaction and retention should also be a priority, as experienced and knowledgeable staff are vital to delivering high-quality customer service.
3. Securing Adequate Funding:
• The report underscores the necessity of securing sufficient funding to support HMRC’s customer service operations. This includes investing in technology, staff, and resources needed to meet service targets consistently.
• HMRC should engage with the government to highlight the importance of funding in maintaining and improving customer service standards.
4. Monitoring and Accountability:
• Establishing robust monitoring mechanisms to track customer service performance is essential. The NAO recommends regular audits and transparent reporting to ensure accountability and continuous improvement.
• Customer feedback should be systematically collected and analysed to identify pain points and areas for enhancement.
I would agree that strides have been made by HMRC in their digital services and that many queries can be dealt with via user’s government gateway accounts, but there is still an unfulfilled need for the human touch from time to time.
As an agent, I would only attempt to call HMRC when all other avenues have been exhausted, I just wish they would pick up the phone a bit quicker.