Corporate report

HMRC quarterly performance update - October to December 2018

Updated 7 February 2019
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Quarterly Performance Indicators Q3 2018-19
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Maximise revenues due and bear down on avoidance and evasion Impact Indicators 2017-18 Not set Not set Not set 2018-19 Not set Not set Not set Not set 2017-18 Not set Not set Not set 2018-19 Not set Not set Not set Not set 2018-19 Not set Not set Not set Not set Not set Not set Not set
Not set Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Not set Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Not set Not set Not set Not set Not set Not set Not set Not set Not set
Cash expected from compliance - measures the amount of additional compliance revenue when we identify past non-compliance. While the amount of tax due from these cases is very clear, we cannot trace every compliance assessment through to final payment so there is an element of estimation involved in this figure. (£m) 1666.4 2117.3 2354.7 4187.6 1978.6 2400.4 2606.7 Not set Not set 1666.4 3783.7 6138.4 10326.0 1978.6 4379.0 6985.7 Not set Not set Not set Not set Not set Not set Not set Not set Not set
Revenue loss prevented - tthe value of our activities where we have prevented revenue from being lost to the Exchequer that impacts on our tax receipts; for example, by stopping a fraudulent repayment claim. It also includes the impact of our compliance work to disrupt criminal activity. (£m) 1484.2 2221.9 2873.4 3116.8 1786.5 2353.9 2889.7 Not set Not set 1484.2 3706.1 6579.5 9696.2 1786.5 4140.5 7030.2 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
Future revenue benefit – the effects of our compliance interventions on customers’ future behaviour. (£m) 1517.6 1567.1 1516.8 1478.5 1419.5 1421.7 1465.4 Not set Not set 1517.6 3084.7 4601.5 6080.0 1419.5 2841.3 4306.6 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
Product and process improvement – the estimated annual impact on the net tax receipts of changes to tax law that reduces opportunities to avoid or evade tax. (£m) 0.8 394.0 439.0 2539.0 67.1 132.0 711.6 Not set Not set 0.8 394.8 833.8 3372.8 67.1 199.0 910.7 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
Accelerated Payments - the disputed amounts of tax that some people using tax avoidance schemes are now required to pay up-front within 90 days, as well as the estimated behavioural change already generated by the policy. (£m) 275.2 163.5 110.8 267.4 68.5 87.6 15.8 Not set Not set 275.2 438.7 549.5 816.9 68.5 156.1 171.9 Not set Not set Not set Not set Not set Not set Not set Not set Not set Not set
Total Compliance Yield (£m) 4944.2 6463.8 7294.6 11589.3 5320.3 6395.6 7689.1 Not set Not set 4944.2 11408.0 18702.5 30291.8 5320.3 11715.9 19405.1 Not set Not set £30bn Not set Not set Not set Not set Not set Not set Not set
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Transform tax and payments for our customers Impact Indicators 2017-18 Not set Not set Not set 2018-19 Not set Not set Not set Not set 2017-18 Not set Not set Not set 2018-19 Not set Not set Not set Not set 2018-19 Not set Not set Not set Not set Not set Not set Not set
Not set Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Not set Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Not set Not set Not set Not set Not set Not set Not set Not set Not set
Personal tax account new users (m's) 1.5 2.1 0.9 1.1 1.0 1.4 0.8 Not set Not set 10.9 13.0 13.9 15.0 16.0 17.3 18.1 Not set Not set - Not set Not set Not set Not set Not set Not set Not set
Customer satisfaction with digital services 79.5% 81.3% 78.1% 79.7% 78.9% 81.2% 80.6% Not set Not set 79.5% 80.5% 79.8% 79.8% 78.9% 80.0% 80.1% Not set Not set 80% Not set Not set Not set Not set Not set Not set Not set
Customer iForms cleared within 7 days of receipt 91.3% 91.5% 95.3% 96.9% 96.3% 89.9% 95.5% Not set Not set 91.3% 91.4% 92.4% 94.6% 96.3% 93.0% 93.7% Not set Not set 95% Not set Not set Not set Not set Not set Not set Not set
Average speed of answering a customer’s call (mm:ss) 04:13 05:00 04:20 04:15 04:55 05:02 05:18 Not set Not set 04:13 04:37 04:32 04:28 04:55 04:58 05:04 Not set Not set 05:00 Not set Not set Not set Not set Not set Not set Not set
Customers waiting more than 10 minutes to speak to an advisor 14.2% 16.9% 13.1% 13.7% 17.0% 17.9% 20.8% Not set Not set 14.2% 15.6% 14.9% 14.6% 17.0% 17.4% 18.4% Not set Not set 15% Not set Not set Not set Not set Not set Not set Not set
Customer post cleared within 15 days of receipt 63.5% 85.7% 88.0% 87.5% 72.6% 86.6% 87.8% Not set Not set 63.5% 74.4% 78.5% 80.7% 72.6% 79.4% 82.2% Not set Not set 80% Not set Not set Not set Not set Not set Not set Not set
Customer post handled within 40 days of receipt [1] 96.6% 95.9% 97.8% 98.3% 95.8% 96.8% Not set Not set Not set 96.6% 96.3% 96.7% 97.1% 95.8% 96.3% Not set Not set Not set 95% Not set Not set Not set Not set Not set Not set Not set
Handle new tax credit and Child Benefit claims and change of circumstance (UK) [1] 13.4 14.0 14.5 13.8 12.1 11.6 Not set Not set Not set 13.4 13.2 13.8 13.8 12.1 11.8 Not set Not set Not set 22 days Not set Not set Not set Not set Not set Not set Not set
Handle new tax credit and Child Benefit claims and change of circumstance (International) [1] 50.9 52.1 65.7 73.2 63.1 56.0 Not set Not set Not set 50.9 50.7 52.8 55.6 63.1 59.4 Not set Not set Not set 92 days Not set Not set Not set Not set Not set Not set Not set
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Design and deliver a professional efficient and engaged organisation Impact Indicators 2017-18 Not set Not set Not set 2018-19 Not set Not set Not set Not set 2017-18 Not set Not set Not set 2018-19 Not set Not set Not set Not set 2018-19 Not set Not set Not set Not set Not set Not set Not set
Not set Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Not set Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Not set Not set Not set Not set Not set Not set Not set Not set Not set
Sustainable Cost Savings (£m) Target by 2019-20 £717 67.7 37.3 37.3 86.5 73.7 44.3 16.4 0.0 Not set 67.7 105.0 142.3 228.8 73.7 117.9 134.3 0.0 Not set £186m Not set Not set Not set Not set Not set Not set Not set
Cumulative Sustainable Cost Savings (£m) since 2016. Target by 2019-20 £717 67.7 37.3 37.3 86.5 73.7 44.3 16.4 0.0 Not set 248.4 285.7 323.0 409.5 483.2 527.5 543.8 0.0 Not set £566m Not set Not set Not set Not set Not set Not set Not set
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[1] Data is lagged by one 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 Not set
Numbers may appear not to sum due to rounding 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
The in-year figures contained in this briefing are initial management information to provide an indication of our performance. They are subject to revision and audit. Final full-year performance figures will be made available in our Annual Reports. 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
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Future Revenue Benefit is reported on the new methodology against the year in which exchequer benefit is expected 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
https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/627608/HMRC_s_Compliance_Yield_-_How_HMRC_reports_future_revenue_benefit___an_update_for_2016-17.pdf 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
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Due to the time needed to work these items, information is lagged by a month. More timely information can be found in our monthly publication series; 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
https://www.gov.uk/government/collections/hmrc-monthly-performance-reports 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
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