Corporate report
HMRC quarterly performance update - January to March 2018
Updated 2 August 2018
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| Measure | Type | Q1 2016-17 | Q2 2016-17 | Q3 2016-17 | Q4 2016-17 | Q1 2017-18 | Q2 2017-18 | Q3 2017-18 | Q4 2017-18 | |||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Cash expected from compliance - measures the amount of additional compliance revenue when we identify past non-compliance. We apply a discount rate to reflect the fact that some of the amounts we identify will not be collected, due to insolvency for example. (£m) | Impact Indicator - Revenue | Not set | Not set | Not set | 2,163 | 2,337 | 2,113 | 3,726 | 1,666 | 2,117 | 2355 | 4,188 |
| Revenue loss prevented - the value of our activities where we have prevented revenue from being lost to the Exchequer, e.g. stopping a fraudulent repayment claim. (£m) | Impact Indicator - Revenue | Not set | Not set | Not set | 1,454 | 1,622 | 1,858 | 2,992 | 1,484 | 2,222 | 2,873 | 3,117 |
| Future revenue benefit – assesses the effects of our work on future compliance behaviour. (£m) | Impact Indicator - Revenue | Not set | Not set | Not set | 1,548 | 1,549 | 1,582 | 1,580 | 1,518 | 1,567 | 1,517 | 1,479 |
| Product and process improvement – is an estimate of the impact in each year of legislative changes made in the SR10 period that close tax loopholes to reduce opportunities to avoid or evade tax. (£m) | Impact Indicator - Revenue | Not set | Not set | Not set | 150 | 371 | 877 | 1,614 | 1 | 394 | 439 | 2,539 |
| Accelerated Payments - the disputed amounts of tax that some people using tax avoidance schemes are now required to pay upfront within 90 days, as well as the estimated behavioural change already generated by the policy. (£m) | Impact Indicator - Revenue | Not set | Not set | Not set | 159 | 267 | 350 | 541 | 275 | 164 | 111 | 267 |
| Total Revenue Raised - The sum total of our compliance revenues. (£m) | Impact Indicator - Revenue | Not set | Not set | Not set | 5,474 | 6,146 | 6,780 | 10,454 | 4,944 | 6,464 | 7,295 | 11,589 |
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| Number of customers using Personal Tax Account. m's (Total to date) | Impact Indicator - Customer | Not set | Not set | Not set | 2.7 | 5.4 | 7.4 | 9.4 | 10.9 | 13 | 13.9 | 15 |
| % I-forms Turnaround in 7 Days (YTD) | Not set | Not set | Not set | Not set | 99.00% | 99.00% | 99.00% | 99.00% | 91.60% | 92.30% | 93.70% | 94.60% |
| % Overall Customer Satisfaction - All Digital Services (YTD) | Not set | Not set | Not set | Not set | 84.60% | 84.10% | 83.30% | 83.00% | 79.50% | 80.50% | 79.80% | 79.80% |
| Average Speed of Answer (YTD) (mm:ss) | Impact Indicator - Customer | Not set | Not set | Not set | 05:03 | 04:34 | 04:05 | 03:54 | 04:13 | 04:37 | 04:32 | 04:28 |
| % Calls waiting more than 10 minutes (YTD) | Not set | Not set | Not set | Not set | n/a | n/a | n/a | n/a | 14.22% | 15.56% | 14.87% | 14.58% |
| %Call Attempts Handled by our Contact Centres (YTD) | Overall Contact Centre | Not set | Not set | Not set | 89.30% | 90.00% | 91.10% | 91.60% | 88.30% | 87.80% | 87.10% | 87.10% |
| % of post received by HMRC that has been cleared within 15 working days of receipt (YTD) | Impact Indicator - Customer | Not set | Not set | Not set | 80.40% | 81.10% | 81.30% | 81.00% | 63.50% | 74.40% | 78.50% | 80.70% |
| % of post received by HMRC that has been cleared within 40 working days of receipt (YTD) | Impact Indicator - Customer | Not set | Not set | Not set | 98.00% | 97.40% | 96.90% | 96.30% | 96.60% | 96.30% | 96.70% | 97.10% |
| Average Turnaround (Days) of Tax Credits & Child Benefit UK Claims (YTD) | Not set | Not set | Not set | Not set | 16 | 16 | 16 | 16 | 13 | 14 | 14 | 14 |
| Average Turnaround (Days) of Tax Credits & Child Benefit International Claims (YTD) | Not set | Not set | Not set | Not set | 61 | 57 | 54 | 52 | 51 | 51 | 53 | 56 |
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| Sustainable Cost Savings (£m) | Impact Indicator - Efficiency | Not set | Not set | Not set | 46.7 | 50.1 | 21.8 | 62.1 | 67.7 | 37.3 | 37.3 | 86.5 |
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