Corporate report
HMRC quarterly performance update - January to March 2019
Updated 18 July 2019
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| Quarterly Performance Indicators Q4 2018-19 | |||||||||||||||||||||||||||||||||||
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| 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 | Not set | Not set |
| Not set | Quarterly Performance | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Year to date Performance | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Target | 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 |
| 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 | Not set | 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 | 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 | 2613.5 | 6145.4 | Not set | 1666.4 | 3783.7 | 6138.4 | 10326.0 | 1978.6 | 4379.0 | 6992.6 | 13138.0 | 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 | |
| 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 | 1788.5 | 2354.1 | 2923.2 | 2232.2 | Not set | 1484.2 | 3706.1 | 6579.5 | 9696.2 | 1788.5 | 4142.6 | 7065.9 | 9298.0 | 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 |
| Future revenue benefit – the effects of our compliance interventions on customers’ future behaviour. (£m) | 1517.6 | 1567.1 | 1516.8 | 1478.5 | 1277.4 | 2553.5 | 3270.1 | 531.4 | Not set | 1517.6 | 3084.7 | 4601.5 | 6080.0 | 1277.4 | 3830.9 | 7101.0 | 7632.4 | 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 |
| 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 | 2808.7 | Not set | 0.8 | 394.8 | 833.8 | 3372.8 | 67.1 | 199.0 | 910.7 | 3719.3 | 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 |
| 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 | 110.7 | Not set | 275.2 | 438.7 | 549.5 | 816.9 | 68.5 | 156.1 | 171.9 | 282.6 | 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 |
| Total Compliance Yield (£m) | 4944.2 | 6463.8 | 7294.6 | 11589.3 | 5180.2 | 7527.6 | 9534.2 | 11828.3 | Not set | 4944.2 | 11408.0 | 18702.5 | 30291.8 | 5180.2 | 12707.7 | 22242.0 | 34070.3 | Not set | £30bn | 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 | 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 | 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 |
| 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 | Not set | 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 | 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 | 0.9 | Not set | 10.9 | 13.0 | 13.9 | 15.0 | 16.0 | 17.3 | 18.1 | 19.1 | 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 |
| Customer satisfaction with digital services | 79.5% | 81.3% | 78.1% | 79.7% | 78.9% | 81.2% | 80.6% | 81.0% | Not set | 79.5% | 80.5% | 79.8% | 79.8% | 78.9% | 80.0% | 80.2% | 80.4% | Not set | 80% | 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 |
| Customer iForms cleared within 7 days of receipt | 91.6% | 93.2% | 97.3% | 96.9% | 96.3% | 89.8% | 96.5% | 94.4% | Not set | 91.0% | 92.0% | 93.3% | 94.3% | 96.3% | 93.0% | 93.9% | 94.1% | Not set | 95% | 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 |
| Average speed of answering a customer’s call (mm:ss) | 04:13 | 05:00 | 04:20 | 04:15 | 04:55 | 05:02 | 05:18 | 05:47 | Not set | 04:13 | 04:37 | 04:32 | 04:28 | 04:55 | 04:58 | 05:04 | 05:14 | Not set | 05:00 | 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 |
| 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% | 23.7% | Not set | 14.2% | 15.6% | 14.9% | 14.6% | 17.0% | 17.4% | 18.4% | 19.7% | Not set | 15% | 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 |
| Customer post cleared within 15 days of receipt | 63.5% | 85.7% | 88.0% | 87.5% | 72.6% | 86.6% | 83.7% | 64.4% | Not set | 63.5% | 74.4% | 78.5% | 80.7% | 72.6% | 79.4% | 80.8% | 76.6% | Not set | 80% | 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 |
| Customer post handled within 40 days of receipt [1] | 96.6% | 95.9% | 97.8% | 98.3% | 95.8% | 97.6% | 99.1% | 93.4% | Not set | 96.6% | 96.3% | 96.7% | 97.1% | 95.8% | 96.7% | 97.5% | 96.4% | Not set | 95% | 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 |
| 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 | 12.7 | 11.9 | Not set | 13.4 | 13.2 | 13.8 | 13.8 | 12.1 | 11.8 | 12.1 | 12.0 | Not set | 22 days | 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 |
| 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 | 57.5 | 69.3 | Not set | 50.9 | 50.7 | 52.8 | 55.6 | 63.1 | 59.4 | 58.8 | 61.5 | Not set | 92 days | 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 | 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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| 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 | Not set | 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 | 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 | 32.0 | Not set | 67.7 | 105.0 | 142.3 | 228.8 | 73.7 | 117.9 | 134.3 | 166.4 | Not set | £186m | 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 |
| 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 | 32.0 | Not set | 248.4 | 285.7 | 323.0 | 409.5 | 483.2 | 527.5 | 543.8 | 575.9 | Not set | £566m | 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 | 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 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 | 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 | 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 | 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 | 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 | 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 | 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 | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
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