Corporate report
HMRC monthly performance update: November 2017
Updated 4 January 2018
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| Measure | Type | Apr-15 | May-15 | Jun-15 | Jul-15 | Aug-15 | Sep-15 | Oct-15 | Nov-15 | Dec-15 | Jan-16 | Feb-16 | Mar-16 | Apr-16 | May-16 | Jun-16 | Jul-16 | Aug-16 | Sep-16 | Oct-16 | Nov-16 | Dec-16 | Jan-17 | Feb-17 | Mar-17 | Apr-17 | May-17 | Jun-17 | Jul-17 | Aug-17 | Sep-17 | Oct-17 | Nov-17 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of customers using Personal Tax Account. m's (In-month) | Impact Indicator - Customer | - | - | - | - | - | - | - | - | 0.03 | 0.5 | 0.1 | 0.4 | 0.5 | 0.5 | 0.6 | 0.9 | 0.5 | 1.3 | 1 | 0.6 | 0.4 | 0.9 | 0.5 | 0.6 | 0.5 | 0.5 | 0.5 | 1 | 0.7 | 0.4 | 0.3 | 0.3 |
| % I-forms Turnaround in 7 Days (In-month) | Impact Indicator - Customer | - | - | - | - | - | - | - | - | - | - | - | - | 98% | 99% | 99% | 99% | 99% | 99% | 99% | 100% | 98% | 99% | 99% | 98% | 90% | 92% | 92% | 94% | 86% | 94% | 96% | 97% |
| % Overall Customer Satisfaction - Digital Services (In-month) | Impact Indicator - Customer | 80% | 79% | 78% | 76% | 74% | 76% | 76% | 76% | 77% | 73% | 74% | 69% | 76% | 76% | 76% | 75% | 74% | 78% | 75% | 74% | 74% | 72% | 74% | 74% | 80% | 78% | 81% | 83% | 82% | 78% | 76% | 79% |
| Average Speed of Answer (In-month) (mm:ss) | Impact Indicator - Customer | 17:52 | 19:27 | 20:13 | 10:05 | 14:31 | 14:55 | 16:57 | 08:17 | 05:55 | 05:16 | 05:22 | 06:02 | 05:39 | 05:05 | 04:27 | 03:38 | 03:37 | 04:54 | 03:56 | 02:40 | 01:42 | 03:00 | 03:22 | 03:39 | 04:01 | 04:23 | 04:15 | 04:42 | 04:45 | 05:35 | 04:35 | 04:19 |
| % of customer calls waiting more than 10 mins | Impact Indicator - Customer | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | 14% | 16% | 13% | 15% | 15% | 21% | 14% | 14% |
| %Call Attempts Handled by our Contact Centres (In-month) | Overall Contact Centre | 55% | 48% | 60% | 78% | 75% | 74% | 74% | 85% | 87% | 88% | 86% | 88% | 89% | 90% | 89% | 92% | 92% | 88% | 92% | 95% | 96% | 93% | 94% | 94% | 87% | 88% | 89% | 88% | 89% | 84% | 85% | 88% |
| % of post received by HMRC that has been cleared within 15 working days of receipt (In-month) | Impact Indicator - Customer | 51% | 31% | 37% | 37% | 33% | 38% | 51% | 56% | 75% | 77% | 76% | 71% | 78% | 84% | 79% | 81% | 80% | 84% | 85% | 77% | 83% | 79% | 84% | 79% | 77% | 59% | 64% | 76% | 86% | 82% | 86% | 91% |
| Tier 1 number of complaints received (In-month) | Overall Complaints T1 | 5,684 | 5,873 | 7,615 | 7,599 | 6,467 | 7,577 | 7,556 | 6,883 | 5,666 | 5,993 | 6,877 | 6,601 | 6402 | 5587 | 5927 | 5541 | 6509 | 9408 | 7025 | 6593 | 5097 | 5934 | 5910 | 7346 | 5195 | 5907 | 6287 | 6914 | 7277 | 7563 | 6971 | 6858 |
| Tier 1 % fully upheld (In-month) | Impact Indicator - Customer | 30% | 31% | 33% | 38% | 36% | 37% | 34% | 35% | 34% | 32% | 32% | 33% | 33% | 36% | 34% | 33% | 33% | 32% | 29% | 31% | 34% | 34% | 36% | 37% | 39% | 39% | 37% | 38% | 39% | 38% | 40% | 38% |
| Tier 1 % partially upheld (In-month) | Impact Indicator - Customer | 15% | 17% | 17% | 17% | 17% | 17% | 16% | 17% | 19% | 17% | 17% | 16% | 16% | 15% | 16% | 17% | 16% | 18% | 16% | 17% | 16% | 17% | 16% | 14% | 14% | 14% | 17% | 15% | 13% | 13% | 13% | 14% |
| Tier 2 number of complaints received (In-month) | Overall Complaints T2 | 530 | 575 | 603 | 535 | 480 | 498 | 529 | 514 | 381 | 418 | 516 | 607 | 551 | 483 | 488 | 454 | 405 | 432 | 410 | 468 | 347 | 370 | 382 | 548 | 381 | 445 | 426 | 426 | 409 | 423 | 481 | 442 |
| Tier 2 % fully upheld (In-month) | Impact Indicator - Customer | 32% | 35% | 31% | 27% | 24% | 25% | 28% | 21% | 20% | 20% | 18% | 20% | 17% | 19% | 19% | 19% | 17% | 16% | 17% | 18% | 24% | 26% | 21% | 19% | 23% | 19% | 22% | 19% | 18% | 22% | 15% | 18% |
| Tier 2 % partially upheld (In-month) | Impact Indicator - Customer | 26% | 25% | 24% | 22% | 20% | 18% | 20% | 22% | 21% | 22% | 24% | 23% | 23% | 24% | 28% | 25% | 25% | 29% | 25% | 22% | 23% | 27% | 25% | 23% | 29% | 21% | 23% | 23% | 26% | 18% | 20% | 21% |
| Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Number of customers using Personal Tax Account. m's (Total to date) | Impact Indicator - Customer | - | - | - | - | - | - | - | - | 0.03 | 0.6 | 0.7 | 1.1 | 1.6 | 2.1 | 2.7 | 3.6 | 4.1 | 5.4 | 6.4 | 6.9 | 7.4 | 8.3 | 8.8 | 9.4 | 9.9 | 10.4 | 10.9 | 11.9 | 12.6 | 13 | 13.3 | 13.6 |
| % I-forms Turnaround in 7 Days (YTD) | Impact Indicator - Customer | - | - | - | - | - | - | - | - | - | - | - | - | 98% | 99% | 99% | 99% | 99% | 99% | 99% | 99% | 99% | 99% | 99% | 99% | 90% | 91% | 91% | 92% | 91% | 91% | 92% | 92% |
| % Overall Customer Satisfaction - Digital Services (YTD) | Impact Indicator - Customer | 80% | 80% | 79% | 78% | 77% | 77% | 77% | 77% | 77% | 75% | 75% | 72% | 76% | 76% | 76% | 75% | 75% | 76% | 76% | 75% | 75% | 74% | 74% | 74% | 80% | 79% | 79% | 81% | 81% | 80% | 80% | 80% |
| Average Speed of Answer (YTD) (mm:ss) | Impact Indicator - Customer | 17:52 | 18:40 | 19:15 | 16:22 | 16:01 | 15:49 | 15:58 | 15:04 | 14:17 | 13:13 | 12:29 | 11:54 | 05:39 | 05:22 | 05:03 | 04:42 | 04:30 | 04:34 | 04:29 | 04:17 | 04:05 | 03:58 | 03:55 | 03:54 | 04:01 | 04:13 | 04:13 | 04:21 | 04:25 | 04:37 | 04:36 | 04:35 |
| % of customer calls waiting more than 10 mins (YTD) | Impact Indicator - Customer | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | 14% | 15% | 14% | 15% | 15% | 16% | 15% | 15% |
| %Call Attempts Handled by our Contact Centres (YTD) | Overall Contact Centre | 55% | 51% | 54% | 60% | 62% | 64% | 65% | 67% | 68% | 69% | 70% | 72% | 89% | 89% | 89% | 90% | 90% | 90% | 90% | 91% | 91% | 91% | 91% | 92% | 87% | 88% | 88% | 88% | 88% | 88% | 88% | 88% |
| % of post received by HMRC that has been cleared within 15 working days of receipt (YTD) | Impact Indicator - Customer | 51% | 41% | 40% | 39% | 38% | 38% | 39% | 41% | 45% | 48% | 50% | 52% | 78% | 81% | 80% | 81% | 81% | 81% | 81% | 81% | 81% | 81% | 81% | 81% | 77% | 68% | 66% | 69% | 72% | 74% | 75% | 77% |
| Tier 1 number of complaints received (YTD) | Overall Complaints T1 | 5,684 | 11,557 | 19,172 | 26,771 | 33,238 | 40,815 | 48,371 | 55,254 | 60,920 | 66,913 | 73,790 | 80,391 | 6,402 | 11,989 | 17,916 | 23,457 | 29,966 | 39,374 | 46,399 | 52,992 | 58,089 | 64,023 | 69,933 | 77279 | 5195 | 11,102 | 17,389 | 24,303 | 31580 | 39143 | 46114 | 52972 |
| Tier 1 % fully upheld (YTD) | Impact Indicator - Customer | 30% | 30% | 32% | 34% | 34% | 35% | 35% | 35% | 35% | 34% | 34% | 34% | 33% | 34% | 34% | 34% | 34% | 33% | 33% | 32% | 33% | 33% | 33% | 33% | 39% | 39% | 38% | 38% | 38% | 38% | 39% | 39% |
| Tier 1 % partially upheld (YTD) | Impact Indicator - Customer | 15% | 16% | 16% | 17% | 17% | 17% | 17% | 17% | 17% | 17% | 17% | 17% | 16% | 15% | 16% | 16% | 16% | 16% | 16% | 16% | 16% | 16% | 16% | 16% | 14% | 14% | 15% | 15% | 15% | 14% | 14% | 14% |
| Tier 2 number of complaints received (YTD) | Overall Complaints T2 | 530 | 1,105 | 1,708 | 2,243 | 2,723 | 3,221 | 3,750 | 4,264 | 4,645 | 5,063 | 5,579 | 6,186 | 551 | 1,034 | 1,522 | 1,976 | 2,381 | 2,813 | 3,223 | 3,691 | 4,038 | 4,408 | 4,790 | 5338 | 381 | 826 | 1,252 | 1,678 | 2087 | 2510 | 2991 | 3433 |
| Tier 2 % fully upheld (YTD) | Impact Indicator - Customer | 32% | 33% | 33% | 31% | 31% | 30% | 30% | 29% | 28% | 28% | 27% | 26% | 17% | 18% | 18% | 18% | 18% | 18% | 18% | 18% | 18% | 19% | 19% | 19% | 23% | 21% | 21% | 21% | 20% | 21% | 20% | 19% |
| Tier 2 % partially upheld (YTD) | Impact Indicator - Customer | 26% | 26% | 25% | 25% | 24% | 23% | 23% | 23% | 23% | 23% | 23% | 23% | 23% | 23% | 25% | 25% | 25% | 25% | 25% | 25% | 25% | 25% | 25% | 25% | 29% | 24% | 24% | 23% | 24% | 23% | 23% | 22% |