Corporate report
HMRC monthly performance update: August 2018
Updated 16 October 2018
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| In-month | 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 | Jun-18 | Jul-18 | Aug-18 | Sep-18 | Oct-18 | Nov-18 | Dec-18 | Jan-19 | Feb-19 | Mar-19 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of customers using Personal Tax Account. m's (In-month) | Impact Indicator - Customer | 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 | 0.3 | 0.6 | 0.4 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % Overall Customer Satisfaction - Digital Services (In-month) | Impact Indicator - Customer | 79.60% | 78.10% | 80.70% | 83.10% | 81.60% | 77.60% | 76.30% | 78.60% | 79.60% | 81.20% | 78.90% | 76.80% | 78.30% | 78.90% | 79.70% | 82.10% | 80.30% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| iForms received (In month) | Impact Indicator - Customer | 124,337 | 116,164 | 125,497 | 109,872 | 92,289 | 114,794 | 85,466 | 82,939 | 78,664 | 110,038 | 107,835 | 149,044 | 153,919 | 132,118 | 149,291 | 134,672 | 160,828 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % iForms Turnaround in 7 Days (In-month) | Impact Indicator - Customer | 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% | 93.80% | 93.90% | 89.10% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Average Speed of Answer (In-month) (mm:ss) | Impact Indicator - Customer | 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 | 04:42 | 04:47 | 04:42 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % of customer calls waiting more than 10 mins (In-month) | Impact Indicator - Customer | 13.60% | 15.80% | 13.10% | 15.20% | 14.70% | 20.90% | 13.70% | 13.60% | 11.40% | 14.00% | 12.30% | 14.50% | 17.10% | 18.50% | 15.20% | 14.30% | 16.20% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Number of calls received (In-month) | Impact Indicator - Customer | 3,895,443 | 4,452,132 | 4,291,149 | 4,602,663 | 3,882,943 | 4,252,604 | 3,773,833 | 3,431,129 | 2,697,301 | 4,762,727 | 3,118,048 | 3,585,733 | 3,855,064 | 4,017,428 | 3,660,001 | 4,118,127 | 3,537,209 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts (In-month) | Impact Indicator - Customer | 1,249,271 | 1,488,903 | 2,049,539 | 2,155,672 | 1,462,596 | 1,594,082 | 1,415,705 | 1,428,562 | 1,185,527 | 1,265,896 | 1,318,702 | 1,565,996 | 1,309,367 | 1,502,386 | 1,867,425 | 1,841,157 | 1,397,783 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts where customers require a response (In-month) | Impact Indicator - Customer | 1,030,111 | 1,127,117 | 1,302,584 | 1,129,119 | 1,052,391 | 1,146,709 | 1,021,966 | 1,066,818 | 899,511 | 985,175 | 995,909 | 1,163,872 | 980,094 | 1,050,601 | 1,100,991 | 904,188 | 998,473 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 15 working days of receipt (In-month) | Impact Indicator - Customer | 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% | 70.50% | 76.00% | 83.40% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 40 working days of receipt (In-month) [1] | Impact Indicator - Customer | 97.10% | 96.80% | 96.10% | 96.60% | 95.30% | 95.80% | 97.50% | 98.00% | 98.00% | 98.40% | 98.40% | 98.00% | 97.00% | 97.30% | 96.40% | 97.00% | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (UK) [1] | Impact Indicator - Customer | 12.8 | 13.7 | 12.7 | 12.3 | 13.8 | 16 | 13.9 | 14.7 | 15 | 15.5 | 13.4 | 12.4 | 12.6 | 12.3 | 11.4 | 11.3 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (International) [1] | Impact Indicator - Customer | 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 | 57.3 | 59.9 | 56.4 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 number of complaints received (In-month) | Overall Complaints T1 | 5,067 | 5,818 | 6,217 | 6,587 | 6,881 | 7,305 | 6,786 | 7,190 | 5,100 | 7,255 | 6,490 | 6,714 | 6,568 | 6,730 | 6,008 | 6,248 | 5,908 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % fully upheld (In-month) | Impact Indicator - Customer | 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% | 36.00% | 36.10% | 36.70% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % partially upheld (In-month) | Impact Indicator - Customer | 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% | 15.00% | 15.80% | 16.80% | 16.60% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1% not upheld (In-month) | Impact Indicator - Customer | 46.20% | 45.10% | 45.20% | 46.40% | 46.80% | 47.70% | 46.10% | 47.20% | 47.60% | 44.70% | 46.10% | 45.70% | 47.90% | 50.10% | 48.20% | 47.10% | 46.70% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 number of complaints received (In-month) | Overall Complaints T2 | 381 | 445 | 426 | 425 | 409 | 414 | 482 | 461 | 325 | 416 | 416 | 406 | 419 | 438 | 513 | 470 | 413 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % fully upheld (In-month) | Impact Indicator - Customer | 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% | 17.40% | 18.30% | 21.30% | 22.50% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % partially upheld (In-month) | Impact Indicator - Customer | 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% | 21.30% | 17.40% | 16.30% | 18.60% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2% not upheld (In-month) | Impact Indicator - Customer | 47.60% | 59.60% | 55.10% | 57.20% | 56.20% | 59.20% | 64.60% | 60.50% | 65.00% | 60.30% | 56.90% | 61.30% | 61.70% | 61.30% | 64.30% | 62.50% | 58.90% | 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 |
| Year-to-date (YTD) | 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 | 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 | 16 | 16.5 | 17 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % Overall Customer Satisfaction - Digital Services (YTD) | Impact Indicator - Customer | 79.60% | 78.80% | 79.50% | 80.80% | 80.90% | 80.50% | 80.00% | 79.90% | 79.80% | 80.10% | 80.00% | 79.80% | 78.30% | 78.50% | 78.90% | 79.80% | 79.90% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| iForms received (YTD) | Impact Indicator - Customer | 124,337 | 240,501 | 365,998 | 475,870 | 568,159 | 682,953 | 768,419 | 851,358 | 930,022 | 1,040,060 | 1,147,895 | 1,296,939 | 153,919 | 286,037 | 435,328 | 570,000 | 730,828 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % iForms Turnaround in 7 Days (YTD) | Impact Indicator - Customer | 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% | 95.50% | 95.10% | 93.80% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Average Speed of Answer (YTD) (mm:ss) | Impact Indicator - Customer | 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 | 04:55 | 04:53 | 04:51 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % of customer calls waiting more than 10 mins (YTD) | Impact Indicator - Customer | 13.60% | 14.80% | 14.20% | 14.50% | 14.50% | 15.60% | 15.30% | 15.10% | 14.90% | 14.80% | 14.60% | 14.60% | 17.10% | 17.80% | 17.00% | 16.30% | 16.30% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Number of calls received (YTD) | Impact Indicator - Customer | 3,895,443 | 8,347,575 | 12,638,724 | 17,241,387 | 21,124,330 | 25,376,934 | 29,150,767 | 32,581,896 | 35,279,197 | 40,041,924 | 43,159,972 | 46,745,705 | 3,855,064 | 7,872,492 | 11,532,493 | 15,650,620 | 19,187,829 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts (YTD) | Impact Indicator - Customer | 1,249,271 | 2,738,174 | 4,787,713 | 6,943,385 | 8,405,981 | 10,000,063 | 11,415,768 | 12,844,330 | 14,029,857 | 15,295,753 | 16,614,455 | 18,180,451 | 1,309,367 | 2,811,753 | 4,679,178 | 6,520,335 | 7,918,118 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts where customers require a response (YTD) | Impact Indicator - Customer | 1,030,111 | 2,157,228 | 3,459,812 | 4,588,931 | 5,641,322 | 6,788,031 | 7,809,997 | 8,876,815 | 9,776,326 | 10,761,501 | 11,757,410 | 12,921,282 | 980,094 | 2,030,695 | 3,131,686 | 4,035,874 | 5,034,347 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 15 working days of receipt (YTD) | Impact Indicator - Customer | 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% | 75.00% | 73.40% | 74.00% | 75.90% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 40 working days of receipt (YTD) [1] | Impact Indicator - Customer | 97.10% | 96.90% | 96.60% | 96.60% | 96.40% | 96.30% | 96.40% | 96.60% | 96.70% | 96.90% | 97.00% | 97.10% | 97.00% | 97.10% | 96.90% | 96.90% | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (UK) (YTD) [1] | Impact Indicator - Customer | 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 | 12.4 | 12.1 | 11.8 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (International) (YTD) [1] | Impact Indicator - Customer | 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 | 67.3 | 65.2 | 63.6 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 number of complaints received (YTD) | Overall Complaints T1 | 5,067 | 10,885 | 17,102 | 23,689 | 30,570 | 37,875 | 44,661 | 51,851 | 56,951 | 64,206 | 70,696 | 77,410 | 6,568 | 13,298 | 19,306 | 25,554 | 31,462 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % fully upheld (YTD) | Impact Indicator - Customer | 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% | 35.70% | 35.80% | 36.00% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % partially upheld (YTD) | Impact Indicator - Customer | 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% | 15.50% | 15.80% | 16.00% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1% not upheld (YTD) | Impact Indicator - Customer | 46.20% | 45.60% | 45.50% | 45.70% | 45.90% | 46.30% | 46.30% | 46.40% | 46.50% | 46.30% | 46.30% | 46.20% | 47.90% | 49.10% | 48.80% | 48.40% | 48.10% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 number of complaints received (YTD) | Overall Complaints T2 | 381 | 826 | 1,252 | 1,677 | 2,086 | 2,500 | 2,982 | 3,443 | 3,768 | 4,184 | 4,600 | 5,006 | 419 | 857 | 1,370 | 1,840 | 2,253 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % fully upheld (YTD) | Impact Indicator - Customer | 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% | 17.20% | 17.60% | 18.80% | 19.50% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % partially upheld (YTD) | Impact Indicator - Customer | 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% | 19.90% | 18.80% | 18.70% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2% not upheld (YTD) | Impact Indicator - Customer | 47.60% | 54.80% | 54.90% | 55.50% | 55.60% | 56.20% | 57.40% | 57.80% | 58.40% | 58.60% | 58.50% | 58.70% | 61.70% | 61.50% | 62.50% | 62.50% | 61.70% | 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 |
| [1] Data is lagged by a month. | 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 |