Corporate report
HMRC monthly performance update: May 2018
Updated 2 August 2018
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| Measure | Type | Apr-17 | May-17 | Jun-17 | Jul-17 | Aug-17 | Sep-17 | Oct-17 | Nov-17 | Dec-17 | Jan-18 | Feb-18 | Mar-18 | Apr-18 | May-18 | ||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of customers using Personal Tax Account. m's (In-month) | Impact Indicator - Customer | Not set | Not set | 0.5 | 0.5 | 0.5 | 1 | 0.7 | 0.4 | 0.3 | 0.3 | 0.2 | 0.5 | 0.3 | 0.3 | 0.3 | 0.3 |
| % Overall Customer Satisfaction - Digital Services (In-month) | Impact Indicator - Customer | Not set | Not set | 79.60% | 78.10% | 80.70% | 83.10% | 81.60% | 77.60% | 76.30% | 78.60% | 79.60% | 81.20% | 78.90% | 76.80% | 78.40% | 78.90% |
| % I-forms Turnaround in 7 Days (In-month) | Impact Indicator - Customer | Not set | Not set | 89.50% | 92.20% | 93.10% | 93.30% | 90.00% | 95.70% | 97.10% | 98.10% | 96.60% | 96.90% | 97.50% | 96.40% | 96.00% | 96.80% |
| Average Speed of Answer (In-month) (mm:ss) | Impact Indicator - Customer | Not set | Not set | 04:01 | 04:23 | 04:15 | 04:42 | 04:45 | 05:35 | 04:35 | 04:19 | 03:57 | 04:20 | 03:47 | 04:34 | 05:09 | 04:52 |
| % of customer calls waiting more than 10 mins | Impact Indicator - Customer | Not set | Not set | 13.60% | 15.80% | 13.10% | 15.20% | 14.70% | 20.90% | 13.70% | 13.70% | 11.40% | 14.00% | 12.30% | 14.50% | 17.10% | 18.50% |
| % of post received by HMRC that has been cleared within 15 working days of receipt (In-month) | Impact Indicator - Customer | Not set | Not set | 65.10% | 52.80% | 71.30% | 86.80% | 84.60% | 85.60% | 90.70% | 86.50% | 86.80% | 88.60% | 89.70% | 84.70% | 78.60% | 71.70% |
| % of post received by HMRC that has been cleared within 40 working days of receipt (In-month) [1] | Impact Indicator - Customer | Not set | Not set | 97.1% | 96.8% | 96.1% | 96.6% | 95.3% | 95.8% | 97.5% | 98.0% | 98.0% | 98.4% | 98.4% | 98.0% | 97.0% | Not set |
| No of days new tax credit and child benefit claims handled (UK) [1] | Impact Indicator - Customer | Not set | Not set | 12.8 | 13.7 | 12.7 | 12.3 | 13.8 | 16 | 13.9 | 14.7 | 15 | 15.5 | 13.4 | 12.4 | 12.6 | Not set |
| No of days new tax credit and child benefit claims handled (International) [1] | Impact Indicator - Customer | Not set | Not set | 54.2 | 46.8 | 50.5 | 50.9 | 48.9 | 56.4 | 62.9 | 66.8 | 67.3 | 73.6 | 73.1 | 72.9 | 72.4 | Not set |
| Tier 1 number of complaints received (In-month) | Overall Complaints T1 | Not set | Not set | 5,067 | 5,818 | 6,217 | 6,587 | 6,881 | 7,305 | 6,786 | 7,190 | 5,100 | 7,255 | 6,490 | 6,714 | 6,551 | 6,682 |
| Tier 1 % fully upheld (In-month) | Impact Indicator - Customer | Not set | Not set | 39.40% | 40.10% | 37.50% | 38.20% | 39.40% | 38.90% | 40.90% | 38.70% | 38.90% | 41.80% | 38.30% | 39.00% | 36.30% | 34.90% |
| Tier 1 % partially upheld (In-month) | Impact Indicator - Customer | Not set | Not set | 14.40% | 14.80% | 17.20% | 15.40% | 13.80% | 13.40% | 13.00% | 14.10% | 13.50% | 13.60% | 15.60% | 15.30% | 15.80% | 14.90% |
| Tier 2 number of complaints received (In-month) | Overall Complaints T2 | Not set | Not set | 381 | 445 | 426 | 425 | 409 | 414 | 482 | 461 | 325 | 416 | 416 | 406 | 425 | 453 |
| Tier 2 % fully upheld (In-month) | Impact Indicator - Customer | Not set | Not set | 23.40% | 19.30% | 22.20% | 19.60% | 17.60% | 22.10% | 15.40% | 17.80% | 16.10% | 21.90% | 16.30% | 16.50% | 17.00% | 17.60% |
| Tier 2 % partially upheld (In-month) | Impact Indicator - Customer | Not set | Not set | 29.00% | 21.10% | 22.80% | 23.10% | 26.20% | 18.70% | 20.00% | 21.80% | 18.80% | 17.80% | 26.80% | 22.30% | 21.30% | 21.20% |
| 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 | Not set | Not set | 9.9 | 10.4 | 10.9 | 11.9 | 12.6 | 13 | 13.3 | 13.6 | 13.9 | 14.4 | 14.7 | 15 | 15.3 | 15.6 |
| % Overall Customer Satisfaction - Digital Services (YTD) | Impact Indicator - Customer | Not set | Not set | 79.60% | 78.80% | 79.50% | 80.80% | 80.90% | 80.50% | 80.00% | 79.90% | 79.80% | 80.10% | 80.00% | 79.80% | 78.40% | 78.60% |
| % I-forms Turnaround in 7 Days (YTD) | Impact Indicator - Customer | Not set | Not set | 89.50% | 90.80% | 91.60% | 92.00% | 91.70% | 92.30% | 92.90% | 93.40% | 93.70% | 94.00% | 94.30% | 94.60% | 96.00% | 96.40% |
| Average Speed of Answer (YTD) (mm:ss) | Impact Indicator - Customer | Not set | Not set | 04:01 | 04:13 | 04:13 | 04:21 | 04:25 | 04:37 | 04:36 | 04:35 | 04:32 | 04:31 | 04:27 | 04:28 | 05:09 | 05:00 |
| % of customer calls waiting more than 10 mins (YTD) | Impact Indicator - Customer | Not set | Not set | 13.60% | 14.70% | 14.20% | 14.40% | 14.50% | 15.60% | 15.30% | 15.10% | 14.70% | 14.60% | 14.40% | 14.60% | 17.10% | 17.80% |
| % of post received by HMRC that has been cleared within 15 working days of receipt (YTD) | Impact Indicator - Customer | Not set | Not set | 65.10% | 58.70% | 63.50% | 69.20% | 72.10% | 74.40% | 76.50% | 77.70% | 78.50% | 79.50% | 80.30% | 80.70% | 78.60% | 75.10% |
| % of post received by HMRC that has been cleared within 40 working days of receipt (YTD) [1] | Impact Indicator - Customer | Not set | Not set | 97.1% | 96.9% | 96.6% | 96.6% | 96.4% | 96.3% | 96.4% | 96.6% | 96.7% | 96.9% | 97.0% | 97.1% | 97.0% | Not set |
| No of days new tax credit and child benefit claims handled (UK) (YTD) [1] | Impact Indicator - Customer | Not set | Not set | 12.8 | 13.3 | 13.1 | 12.9 | 13.1 | 13.6 | 13.6 | 13.7 | 13.8 | 13.9 | 13.9 | 13.8 | 12.6 | Not set |
| No of days new tax credit and child benefit claims handled (International) (YTD) [1] | Impact Indicator - Customer | Not set | Not set | 54.2 | 51.5 | 50.9 | 50.7 | 50.6 | 50.7 | 51.2 | 52 | 52.8 | 53.7 | 54.7 | 55.6 | 72.4 | Not set |
| Tier 1 number of complaints received (YTD) | Overall Complaints T1 | Not set | Not set | 5,067 | 10,885 | 17,102 | 23,689 | 30,570 | 37,875 | 44,661 | 51,851 | 56,951 | 64,206 | 70,696 | 77,410 | 6,551 | 13,233 |
| Tier 1 % fully upheld (YTD) | Impact Indicator - Customer | Not set | Not set | 39.40% | 39.80% | 39.00% | 38.80% | 38.90% | 38.90% | 39.20% | 39.20% | 39.10% | 39.40% | 39.30% | 39.30% | 36.30% | 35.60% |
| Tier 1 % partially upheld (YTD) | Impact Indicator - Customer | Not set | Not set | 14.40% | 14.60% | 15.50% | 15.50% | 15.10% | 14.80% | 14.50% | 14.50% | 14.40% | 14.30% | 14.40% | 14.50% | 15.80% | 15.40% |
| Tier 2 number of complaints received (YTD) | Overall Complaints T2 | Not set | Not set | 381 | 826 | 1,252 | 1,677 | 2,086 | 2,500 | 2,982 | 3,443 | 3,768 | 4,184 | 4,600 | 5,006 | 425 | 878 |
| Tier 2 % fully upheld (YTD) | Impact Indicator - Customer | Not set | Not set | 23.40% | 20.90% | 21.40% | 21.00% | 20.30% | 20.60% | 19.90% | 19.60% | 19.30% | 19.50% | 19.30% | 19.10% | 17.00% | 17.30% |
| Tier 2 % partially upheld (YTD) | Impact Indicator - Customer | Not set | Not set | 29.00% | 24.30% | 23.70% | 23.60% | 24.10% | 23.20% | 22.80% | 22.60% | 22.30% | 21.80% | 22.20% | 22.20% | 21.30% | 21.30% |
| 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 |
| [1] Data is one month lagged. | 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 |