Civil Service People Survey 2019 report for HM Revenue & Customs
Returns 39182
Response rate 60%
Engagement Index is 49%
Difference from previous survey 0%
Difference from Civil Service Median -14% This is a statistically significant difference
Difference from Civil Service High Performers -18% This is a statistically significant difference
My work % positive theme score is 66%
Difference from previous survey 0%
Difference from Civil Service Median -11% This is a statistically significant difference
Difference from Civil Service High Performers -14% This is a statistically significant difference
Organisational objectives and purpose % positive theme score is 79%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -4% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
My manager % positive theme score is 69%
Difference from previous survey 0%
Difference from Civil Service Median -2% This is a statistically significant difference
Difference from Civil Service High Performers -5% This is a statistically significant difference
My team % positive theme score is 82%
Difference from previous survey 0%
Difference from Civil Service Median 0%
Difference from Civil Service High Performers -3% This is a statistically significant difference
Learning and development % positive theme score is 52%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -2% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
Inclusion and fair treatment % positive theme score is 72%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -7% This is a statistically significant difference
Difference from Civil Service High Performers -9% This is a statistically significant difference
Resources and workload % positive theme score is 68%
Difference from previous survey 0%
Difference from Civil Service Median -5% This is a statistically significant difference
Difference from Civil Service High Performers -9% This is a statistically significant difference
Pay and benefits % positive theme score is 20%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -14% This is a statistically significant difference
Difference from Civil Service High Performers -22% This is a statistically significant difference
Leadership and managing change % positive theme score is 37%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -12% This is a statistically significant difference
Difference from Civil Service High Performers -20% This is a statistically significant difference
Headline scores
Taking action
B52 I believe that senior managers in HMRC will take action on the results from this survey
% Positive 36%
% Negative 44%
% Neutral 21%
B53 Where I work, I think effective action has been taken on the results of the last survey
% Positive 32%
% Negative 37%
% Neutral 31%
Discrimination, bullying and harassment
E01 Have you been discriminated against at work, in the past 12 months?
% Yes 15%
% No 76%
% Prefer not to say 9%
E03 Have you been bullied or harassed at work, in the past 12 months?
% Yes 14%
% No 79%
% Prefer not to say 7%
Wellbeing
For questions W01, W02 and W03 the percent positive is the proportion answering 7, 8, 9 or 10 to each question
For question W04 the percent negative is the proportion answering 6, 7, 8, 9 or 10 to the question
W01 Overall, how satisfied are you with your life nowadays? % positive 62%
W02 Overall, to what extent do you feel that the things you do in your life are worthwhile? % positive 66%
W03 Overall, how happy did you feel yesterday? % positive 57%
W04 Overall, how anxious did you feel yesterday? % negative 34%
Proxy Stress Index and PERMA Index
Proxy Stress Index 33%
PERMA Index 70%
Your plans for the future
I want to leave HMRC as soon as possible 12%
I want to leave HMRC within the next 12 months 13%
I want to stay working for HMRC for at least the next year 23%
I want to stay working for HMRC for at least the next three years 51%
Headline scores continued
Top 5 highest positive scoring questions
B18 The people in my team can be relied upon to help when things get difficult in my job % positive 88%
B54 I am trusted to carry out my job effectively % positive 86%
B09 My manager is considerate of my life outside work % positive 84%
B19 The people in my team work together to find ways to improve the service we provide % positive 84%
B26 I am treated with respect by the people I work with % positive 84%
Top 5 highest neutral scoring questions
B40 I believe that ExCom has a clear vision for the future of HMRC % neutral 38%
B17 Poor performance is dealt with effectively in my team % neutral 34%
B53 Where I work, I think effective action has been taken on the results of the last survey % neutral 31%
B50 HMRC inspires me to do the best in my job % neutral 29%
B51 HMRC motivates me to help it achieve its objectives % neutral 29%
Top 5 highest negative scoring questions
B37 Compared to people doing a similar job in other organisations I feel my pay is reasonable % negative 71%
B35 I feel that my pay adequately reflects my performance % negative 70%
B36 I am satisfied with the total benefits package % negative 59%
B42 I feel that change is managed well in HMRC % negative 54%
B45 I have the opportunity to contribute my views before decisions are made that affect me % negative 50%
Results of all questions in theme order
My work theme score % positive is 66%
Difference from previous survey 0%
My work questions
B01 I am interested in my work
% strongly agree 31%
% agree 50%
% neither 9%
% disagree 7%
% strongly disagree 3%
% Positive 81%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -9% This is a statistically significant difference
Difference from Civil Service High Performers -11% This is a statistically significant difference
B02 I am sufficiently challenged by my work
% strongly agree 31%
% agree 45%
% neither 10%
% disagree 10%
% strongly disagree 4%
% Positive 75%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -5% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
B03 My work gives me a sense of personal accomplishment
% strongly agree 23%
% agree 45%
% neither 14%
% disagree 13%
% strongly disagree 6%
% Positive 67%
Difference from previous survey 0%
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -13% This is a statistically significant difference
B04 I feel involved in the decisions that affect my work
% strongly agree 13%
% agree 33%
% neither 16%
% disagree 23%
% strongly disagree 15%
% Positive 46%
Difference from previous survey 0%
Difference from Civil Service Median -13% This is a statistically significant difference
Difference from Civil Service High Performers -18% This is a statistically significant difference
B05 I have a choice in deciding how I do my work
% strongly agree 21%
% agree 41%
% neither 12%
% disagree 15%
% strongly disagree 12%
% Positive 61%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -17% This is a statistically significant difference
Difference from Civil Service High Performers -21% This is a statistically significant difference
Organisational objectives and purpose Theme score % positive is 79%
Difference from previous survey -1% This is a statistically significant difference
Organisational objectives and purpose questions
B06 I have a clear understanding of HMRC's objectives
% strongly agree 21%
% agree 57%
% neither 12%
% disagree 7%
% strongly disagree 3%
% Positive 78%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -4% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
B07 I understand how my work contributes to HMRC's objectives
% strongly agree 24%
% agree 56%
% neither 10%
% disagree 6%
% strongly disagree 3%
% Positive 81%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -3% This is a statistically significant difference
Difference from Civil Service High Performers -7% This is a statistically significant difference
My manager Theme score % positive is 69%
Difference from previous survey 0%
My manager questions
B08 My manager motivates me to be more effective in my job
% strongly agree 26%
% agree 43%
% neither 15%
% disagree 10%
% strongly disagree 5%
% Positive 69%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -2% This is a statistically significant difference
Difference from Civil Service High Performers -6% This is a statistically significant difference
B09 My manager is considerate of my life outside work
% strongly agree 44%
% agree 40%
% neither 9%
% disagree 4%
% strongly disagree 3%
% Positive 84%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -2% This is a statistically significant difference
Difference from Civil Service High Performers -5% This is a statistically significant difference
B10 My manager is open to my ideas
% strongly agree 35%
% agree 44%
% neither 12%
% disagree 5%
% strongly disagree 3%
% Positive 79%
Difference from previous survey 0%
Difference from Civil Service Median -5% This is a statistically significant difference
Difference from Civil Service High Performers -7% This is a statistically significant difference
B11 My manager helps me to understand how I contribute to HMRC's objectives
% strongly agree 23%
% agree 43%
% neither 21%
% disagree 9%
% strongly disagree 4%
% Positive 66%
Difference from previous survey 0%
Difference from Civil Service Median -1% This is a statistically significant difference
Difference from Civil Service High Performers -6% This is a statistically significant difference
B12 Overall, I have confidence in the decisions made by my manager
% strongly agree 31%
% agree 42%
% neither 14%
% disagree 8%
% strongly disagree 5%
% Positive 73%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -3% This is a statistically significant difference
Difference from Civil Service High Performers -7% This is a statistically significant difference
B13 My manager recognises when I have done my job well
% strongly agree 34%
% agree 44%
% neither 11%
% disagree 7%
% strongly disagree 4%
% Positive 78%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -3% This is a statistically significant difference
Difference from Civil Service High Performers -6% This is a statistically significant difference
B14 I receive regular feedback on my performance
% strongly agree 25%
% agree 44%
% neither 13%
% disagree 13%
% strongly disagree 5%
% Positive 69%
Difference from previous survey -2% This is a statistically significant difference
Difference from Civil Service Median 0%
Difference from Civil Service High Performers -3% This is a statistically significant difference
B15 The feedback I receive helps me to improve my performance
% strongly agree 23%
% agree 39%
% neither 21%
% disagree 11%
% strongly disagree 6%
% Positive 62%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -3% This is a statistically significant difference
Difference from Civil Service High Performers -6% This is a statistically significant difference
B16 I think that my performance is evaluated fairly
% strongly agree 23%
% agree 44%
% neither 19%
% disagree 9%
% strongly disagree 5%
% Positive 67%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -1% This is a statistically significant difference
Difference from Civil Service High Performers -5% This is a statistically significant difference
B17 Poor performance is dealt with effectively in my team
% strongly agree 12%
% agree 29%
% neither 34%
% disagree 14%
% strongly disagree 10%
% Positive 42%
Difference from previous survey -2% This is a statistically significant difference
Difference from Civil Service Median +2% This is a statistically significant difference
Difference from Civil Service High Performers -2% This is a statistically significant difference
My team Theme score % positive is 82%
Difference from previous survey 0%
My team questions
B18 The people in my team can be relied upon to help when things get difficult in my job
% strongly agree 44%
% agree 44%
% neither 7%
% disagree 4%
% strongly disagree 2%
% Positive 88%
Difference from previous survey 0% This is a statistically significant difference
Difference from Civil Service Median +2% This is a statistically significant difference
Difference from Civil Service High Performers -1% This is a statistically significant difference
B19 The people in my team work together to find ways to improve the service we provide
% strongly agree 39%
% agree 45%
% neither 9%
% disagree 5%
% strongly disagree 2%
% Positive 84%
Difference from previous survey 0%
Difference from Civil Service Median +1% This is a statistically significant difference
Difference from Civil Service High Performers -2% This is a statistically significant difference
B20 The people in my team are encouraged to come up with new and better ways of doing things
% strongly agree 32%
% agree 42%
% neither 14%
% disagree 8%
% strongly disagree 4%
% Positive 74%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -2% This is a statistically significant difference
Difference from Civil Service High Performers -6% This is a statistically significant difference
Learning and development Theme score % positive is 52%
Difference from previous survey -1% This is a statistically significant difference
Learning and development questions
B21 I am able to access the right learning and development opportunities when I need to
% strongly agree 13%
% agree 48%
% neither 18%
% disagree 15%
% strongly disagree 6%
% Positive 61%
Difference from previous survey -2% This is a statistically significant difference
Difference from Civil Service Median -3% This is a statistically significant difference
Difference from Civil Service High Performers -10% This is a statistically significant difference
B22 Learning and development activities I have completed in the past 12 months have helped to improve my performance
% strongly agree 13%
% agree 37%
% neither 24%
% disagree 18%
% strongly disagree 8%
% Positive 50%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -5% This is a statistically significant difference
Difference from Civil Service High Performers -9% This is a statistically significant difference
B23 There are opportunities for me to develop my career in HMRC
% strongly agree 14%
% agree 41%
% neither 19%
% disagree 15%
% strongly disagree 11%
% Positive 54%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median +4% This is a statistically significant difference
Difference from Civil Service High Performers -3% This is a statistically significant difference
B24 Learning and development activities I have completed while working for HMRC are helping me to develop my career
% strongly agree 11%
% agree 32%
% neither 26%
% disagree 20%
% strongly disagree 11%
% Positive 44%
Difference from previous survey 0% This is a statistically significant difference
Difference from Civil Service Median -6% This is a statistically significant difference
Difference from Civil Service High Performers -12% This is a statistically significant difference
Inclusion and fair treatment Theme score % positive is 72%
Difference from previous survey -1% This is a statistically significant difference
Inclusion and fair treatment questions
B25 I am treated fairly at work
% strongly agree 25%
% agree 51%
% neither 10%
% disagree 8%
% strongly disagree 5%
% Positive 76%
Difference from previous survey 0% This is a statistically significant difference
Difference from Civil Service Median -6% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
B26 I am treated with respect by the people I work with
% strongly agree 31%
% agree 53%
% neither 8%
% disagree 5%
% strongly disagree 3%
% Positive 84%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -2% This is a statistically significant difference
Difference from Civil Service High Performers -4% This is a statistically significant difference
B27 I feel valued for the work I do
% strongly agree 19%
% agree 38%
% neither 16%
% disagree 16%
% strongly disagree 10%
% Positive 58%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -15% This is a statistically significant difference
B28 I think that HMRC respects individual differences (e.g. cultures, working styles, backgrounds, ideas, etc.)
% strongly agree 24%
% agree 47%
% neither 15%
% disagree 8%
% strongly disagree 6%
% Positive 71%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -7% This is a statistically significant difference
Difference from Civil Service High Performers -10% This is a statistically significant difference
Resources and workload Theme score % positive is 68%
Difference from previous survey 0%
Resources and workload questions
B29 I get the information I need to do my job well
% strongly agree 11%
% agree 50%
% neither 16%
% disagree 16%
% strongly disagree 6%
% Positive 62%
Difference from previous survey 0%
Difference from Civil Service Median -9% This is a statistically significant difference
Difference from Civil Service High Performers -14% This is a statistically significant difference
B30 I have clear work objectives
% strongly agree 16%
% agree 57%
% neither 13%
% disagree 10%
% strongly disagree 4%
% Positive 72%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -3% This is a statistically significant difference
Difference from Civil Service High Performers -7% This is a statistically significant difference
B31 I have the skills I need to do my job effectively
% strongly agree 21%
% agree 58%
% neither 11%
% disagree 8%
% strongly disagree 3%
% Positive 79%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -13% This is a statistically significant difference
B32 I have the tools I need to do my job effectively
% strongly agree 13%
% agree 49%
% neither 15%
% disagree 16%
% strongly disagree 6%
% Positive 62%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -16% This is a statistically significant difference
B33 I have an acceptable workload
% strongly agree 12%
% agree 53%
% neither 15%
% disagree 14%
% strongly disagree 6%
% Positive 65%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median +1% This is a statistically significant difference
Difference from Civil Service High Performers -3% This is a statistically significant difference
B34 I achieve a good balance between my work life and my private life
% strongly agree 19%
% agree 52%
% neither 13%
% disagree 10%
% strongly disagree 6%
% Positive 71%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -1% This is a statistically significant difference
Difference from Civil Service High Performers -5% This is a statistically significant difference
Pay and benefits Theme score % positive is 20%
Difference from previous survey -1% This is a statistically significant difference
Pay and benefits questions
B35 I feel that my pay adequately reflects my performance
% strongly agree 3%
% agree 16%
% neither 11%
% disagree 28%
% strongly disagree 42%
% Positive 19%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -15% This is a statistically significant difference
Difference from Civil Service High Performers -22% This is a statistically significant difference
B36 I am satisfied with the total benefits package
% strongly agree 4%
% agree 20%
% neither 16%
% disagree 26%
% strongly disagree 33%
% Positive 24%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -15% This is a statistically significant difference
Difference from Civil Service High Performers -24% This is a statistically significant difference
B37 Compared to people doing a similar job in other organisations I feel my pay is reasonable
% strongly agree 3%
% agree 14%
% neither 13%
% disagree 27%
% strongly disagree 43%
% Positive 17%
Difference from previous survey -2% This is a statistically significant difference
Difference from Civil Service Median -11% This is a statistically significant difference
Difference from Civil Service High Performers -18% This is a statistically significant difference
Leadership and managing change Theme score % positive is 37%
Difference from previous survey -1% This is a statistically significant difference
Leadership and managing change questions
B38 Senior managers in HMRC are sufficiently visible
% strongly agree 12%
% agree 43%
% neither 16%
% disagree 18%
% strongly disagree 12%
% Positive 55%
Difference from previous survey 0%
Difference from Civil Service Median -8% This is a statistically significant difference
Difference from Civil Service High Performers -18% This is a statistically significant difference
B39 I believe the actions of senior managers are consistent with HMRC's values
% strongly agree 9%
% agree 36%
% neither 28%
% disagree 16%
% strongly disagree 12%
% Positive 45%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -19% This is a statistically significant difference
B40 I believe that ExCom has a clear vision for the future of HMRC
% strongly agree 6%
% agree 28%
% neither 38%
% disagree 15%
% strongly disagree 13%
% Positive 34%
Difference from previous survey -3% This is a statistically significant difference
Difference from Civil Service Median -16% This is a statistically significant difference
Difference from Civil Service High Performers -27% This is a statistically significant difference
B41 Overall, I have confidence in the decisions made by HMRC's senior managers
% strongly agree 6%
% agree 28%
% neither 27%
% disagree 20%
% strongly disagree 18%
% Positive 34%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -17% This is a statistically significant difference
Difference from Civil Service High Performers -28% This is a statistically significant difference
B42 I feel that change is managed well in HMRC
% strongly agree 3%
% agree 22%
% neither 20%
% disagree 33%
% strongly disagree 21%
% Positive 25%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -20% This is a statistically significant difference
B43 When changes are made in HMRC they are usually for the better
% strongly agree 3%
% agree 20%
% neither 28%
% disagree 30%
% strongly disagree 19%
% Positive 23%
Difference from previous survey -2% This is a statistically significant difference
Difference from Civil Service Median -13% This is a statistically significant difference
Difference from Civil Service High Performers -21% This is a statistically significant difference
B44 HMRC keeps me informed about matters that affect me
% strongly agree 6%
% agree 45%
% neither 21%
% disagree 17%
% strongly disagree 11%
% Positive 50%
Difference from previous survey 0%
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -18% This is a statistically significant difference
B45 I have the opportunity to contribute my views before decisions are made that affect me
% strongly agree 4%
% agree 25%
% neither 22%
% disagree 29%
% strongly disagree 21%
% Positive 29%
Difference from previous survey 0%
Difference from Civil Service Median -12% This is a statistically significant difference
Difference from Civil Service High Performers -22% This is a statistically significant difference
B46 I think it is safe to challenge the way things are done in HMRC
% strongly agree 6%
% agree 32%
% neither 23%
% disagree 22%
% strongly disagree 17%
% Positive 38%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -11% This is a statistically significant difference
Difference from Civil Service High Performers -18% This is a statistically significant difference
Engagement questions
The following five questions, measuring pride, advocacy, attachment, inspiration and motivation, are used to create your Employee Engagement Index score
B47 I am proud when I tell others I am part of HMRC
% strongly agree 10%
% agree 29%
% neither 28%
% disagree 20%
% strongly disagree 13%
% Positive 40%
Difference from previous survey 0% This is a statistically significant difference
Difference from Civil Service Median -27% This is a statistically significant difference
Difference from Civil Service High Performers -33% This is a statistically significant difference
B48 I would recommend HMRC as a great place to work
% strongly agree 9%
% agree 29%
% neither 25%
% disagree 21%
% strongly disagree 15%
% Positive 38%
Difference from previous survey 0%
Difference from Civil Service Median -23% This is a statistically significant difference
Difference from Civil Service High Performers -31% This is a statistically significant difference
B49 I feel a strong personal attachment to HMRC
% strongly agree 11%
% agree 27%
% neither 25%
% disagree 22%
% strongly disagree 15%
% Positive 38%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -14% This is a statistically significant difference
Difference from Civil Service High Performers -20% This is a statistically significant difference
B50 HMRC inspires me to do the best in my job
% strongly agree 8%
% agree 27%
% neither 29%
% disagree 22%
% strongly disagree 14%
% Positive 35%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -17% This is a statistically significant difference
Difference from Civil Service High Performers -24% This is a statistically significant difference
B51 HMRC motivates me to help it achieve its objectives
% strongly agree 8%
% agree 27%
% neither 29%
% disagree 22%
% strongly disagree 14%
% Positive 34%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -16% This is a statistically significant difference
Difference from Civil Service High Performers -22% This is a statistically significant difference
Taking action questions
B52 I believe that senior managers in HMRC will take action on the results from this survey
% strongly agree 7%
% agree 28%
% neither 21%
% disagree 21%
% strongly disagree 23%
% Positive 36%
Difference from previous survey -4% This is a statistically significant difference
Difference from Civil Service Median -15% This is a statistically significant difference
Difference from Civil Service High Performers -24% This is a statistically significant difference
B53 Where I work, I think effective action has been taken on the results of the last survey
% strongly agree 8%
% agree 24%
% neither 31%
% disagree 18%
% strongly disagree 19%
% Positive 32%
Difference from previous survey -4% This is a statistically significant difference
Difference from Civil Service Median -6% This is a statistically significant difference
Difference from Civil Service High Performers -12% This is a statistically significant difference
Organisational culture questions
B54 I am trusted to carry out my job effectively
% strongly agree 29%
% agree 57%
% neither 7%
% disagree 5%
% strongly disagree 3%
% Positive 86%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -3% This is a statistically significant difference
Difference from Civil Service High Performers -5% This is a statistically significant difference
B55 I believe I would be supported if I try a new idea, even if it may not work
% strongly agree 18%
% agree 45%
% neither 19%
% disagree 13%
% strongly disagree 5%
% Positive 63%
Difference from previous survey 0%
Difference from Civil Service Median -9% This is a statistically significant difference
Difference from Civil Service High Performers -13% This is a statistically significant difference
B56 In HMRC, people are encouraged to speak up when they identify a serious policy or delivery risk
% strongly agree 16%
% agree 48%
% neither 18%
% disagree 11%
% strongly disagree 7%
% Positive 64%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -6% This is a statistically significant difference
Difference from Civil Service High Performers -11% This is a statistically significant difference
B57 I feel able to challenge inappropriate behaviour in the workplace
% strongly agree 15%
% agree 47%
% neither 16%
% disagree 14%
% strongly disagree 8%
% Positive 62%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -5% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
B58 HMRC is committed to creating a diverse and inclusive workplace
% strongly agree 21%
% agree 52%
% neither 17%
% disagree 6%
% strongly disagree 5%
% Positive 72%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -4% This is a statistically significant difference
Difference from Civil Service High Performers -7% This is a statistically significant difference
Civil Service vision question
B59 I am aware of the Civil Service vision for 'A Brilliant Civil Service'
% strongly agree 12%
% agree 48%
% neither 17%
% disagree 16%
% strongly disagree 7%
% Positive 60%
Difference from previous survey +2% This is a statistically significant difference
Difference from Civil Service Median +2% This is a statistically significant difference
Difference from Civil Service High Performers -9% This is a statistically significant difference
Leadership statement question
B60 Managers in my Area/Directorate/Division actively role model the behaviours set out in the Civil Service Leadership Statement The question text has changed since the previous survey so please exercise caution when comparing the results
% always 18%
% most of the time 40%
% sometimes 28%
% rarely 10%
% never 4%
% Positive 58%
The % positive for this question is the proportion who selected either "always" or "most of the time"
Difference from previous survey is not available
Difference from Civil Service Median -9% This is a statistically significant difference
Difference from Civil Service High Performers -15% This is a statistically significant difference
Wellbeing questions
The four wellbeing questions use a 11 point scale.
The scale ranges from 0 to 10 for each question, where 0 is equivalent to not at all, for example not at all satisfied or not at all worthwhile,
and where 10 is equivalent to completely, for example completely satisfied or completely anxious
W01 Overall, how satisfied are you with your life nowadays?
% Low 0 to 4 16%
% Medium 5 to 6 22%
% High 7 to 8 47%
% Very High 9 to 10 15%
% Positive 62%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -6% This is a statistically significant difference
Difference from Civil Service High Performers -9% This is a statistically significant difference
W02 Overall, to what extent do you feel that the things you do in your life are worthwhile?
% Low 0 to 4 14%
% Medium 5 to 6 20%
% High 7 to 8 45%
% Very High 9 to 10 22%
% Positive 66%
Difference from previous survey 0%
Difference from Civil Service Median -5% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
W03 Overall, how happy did you feel yesterday?
% Low 0 to 4 21%
% Medium 5 to 6 22%
% High 7 to 8 38%
% Very High 9 to 10 19%
% Positive 57%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median -5% This is a statistically significant difference
Difference from Civil Service High Performers -8% This is a statistically significant difference
For question W04 the percent negative is the proportion answering 6 7 8 9 or 10 to the question
W04 Overall, how anxious did you feel yesterday?
% Very Low 0 to 1 21%
% Low 2 to 3 26%
% Medium 4 to 5 19%
% High 6 to 10 34%
% Negative 34%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median +2% This is a statistically significant difference
Difference from Civil Service High Performers +3% This is a statistically significant difference
Your plans for the future questions
C01 Which of the following statements most reflects your current thoughts about working for HMRC?
I want to leave HMRC as soon as possible 12%
Difference from previous survey 0%
Difference from Civil Service Median +5% This is a statistically significant difference
I want to leave HMRC within the next 12 months 13%
Difference from previous survey +2% This is a statistically significant difference
Difference from Civil Service Median -1% This is a statistically significant difference
I want to stay working for HMRC for at least the next year 23%
Difference from previous survey +1% This is a statistically significant difference
Difference from Civil Service Median -10% This is a statistically significant difference
I want to stay working for HMRC for at least the next three years 51%
Difference from previous survey -3% This is a statistically significant difference
Difference from Civil Service Median +7% This is a statistically significant difference
The Civil Service Code questions
Differences are based on % Yes score
D01 Are you aware of the Civil Service Code?  % Yes 93% % No 7%
Difference from previous survey 0%
Difference from Civil Service Median +1% This is a statistically significant difference
Difference from Civil Service High Performers -1% This is a statistically significant difference
D02 Are you aware of how to raise a concern under the Civil Service Code?  % Yes 70% % No 30%
Difference from previous survey -3% This is a statistically significant difference
Difference from Civil Service Median +5% This is a statistically significant difference
Difference from Civil Service High Performers -1% This is a statistically significant difference
D03 Are you confident that if you raised a concern under the Civil Service Code in HMRC it would be investigated properly?  % Yes 61% % No 39%
Difference from previous survey -3% This is a statistically significant difference
Difference from Civil Service Median -10% This is a statistically significant difference
Difference from Civil Service High Performers -15% This is a statistically significant difference
Discrimination questions
E01 Have you been discriminated against at work in the past 12 months? The question text has changed since the previous survey so please exercise caution when comparing the results
% Yes 15%
Difference from previous survey -1% This is a statistically significant difference
Difference from Civil Service Median +4% This is a statistically significant difference
% No 76%
Difference from previous survey 0% This is a statistically significant difference
Difference from Civil Service Median -5% This is a statistically significant difference
% Prefer not to say 9%
Difference from previous survey 0%
Difference from Civil Service Median 0% This is a statistically significant difference
Of those who said they had experienced discrimination at work in the last 12 months, 93% said it occurred in HMRC while 7% said it occurred in another organisation
E02 is for respondents who selected Yes to question E01
E02 On which of the following grounds were you discriminated against? The question text has changed since the previous survey so please exercise caution when comparing the results
Multiple selection
Counts of fewer than ten responses are not reported
Age 1305 responses
Caring responsibilities 790 responses
Disability 1056 responses
Ethnic background 632 responses
Gender 712 responses
Gender reassignment or perceived gender 18 responses
Grade or responsibility level 1182 responses
Main spoken/ written language or language ability 190 responses
Marital status or civil partnership 82 responses
Mental health 1001 responses
Pay 735 responses
Pregnancy, maternity or paternity 94 responses
Religion or belief 266 responses
Sex 236 responses
Sexual orientation 189 responses
Social or educational background 283 responses
Working location 693 responses
Working pattern 1310 responses
Any other grounds 802 responses
Prefer not to say 559 responses
Bullying and harassment questions
E03 Have you been bullied or harassed at work, in the past 12 months? The question text has changed since the previous survey so please exercise caution when comparing the results
% Yes 14%
Difference from previous survey 0%
Difference from Civil Service Median +2% This is a statistically significant difference
% No 79%
Difference from previous survey 0%
Difference from Civil Service Median -3% This is a statistically significant difference
% Prefer not to say 7%
Difference from previous survey 0% This is a statistically significant difference
Difference from Civil Service Median +1% This is a statistically significant difference
Of those who said they had experienced bullying and/or harassment at work in the last 12 months, 95% said it occurred in HMRC while 5% said it occurred in another organisation
E03A is for respondents who selected Yes to question E03
E03A How would you describe the nature of the bullying and/or harassment you experienced? The question text has changed since the previous survey so please exercise caution when comparing the results
Multiple selection
Counts of fewer than ten responses are not reported
Comments about my personal appearance 655 responses
Sexual harassment (e.g. sexual comments or jokes, unwelcome sexual advances, touching or assault) 307 responses
Spreading gossip or making false accusations about me 1485 responses
Intimidation or verbal aggression (e.g. shouting, swearing, making threats) 1507 responses
Physical assault (e.g. object thrown at me, pushed, hit) 64 responses
Humiliated in front of team or others 2267 responses
Negative Micromanagement (e.g. excessive control; made to feel incompetent) 2472 responses
Removal of job responsibilities, unconstructive criticism, or impossible/changing expectations 1429 responses
Treated less favourably to others 2319 responses
Ignored, excluded, marginalised 2074 responses
Undermining or taking credit for my work 1266 responses
Denied time off for personal ill health 294 responses
Denied time off for family or caring responsibilities 358 responses
Disclosure of personal / sensitive information to colleagues without my consent 651 responses
Something else not listed here 644 responses
Prefer not to say 278 responses
E04 is for respondents who selected Yes to question E03
E04 Who bullied and/or harassed you? The question text has changed since the previous survey so please exercise caution when comparing the results
Multiple selection
Counts of fewer than ten responses are not reported
A colleague in my Area/Directorate/Division 2158 responses
A colleague in a different Area/Directorate/ Division of HMRC 474 responses
My manager 1779 responses
Another senior member of staff in HMRC 1573 responses
Someone I manage 230 responses
Someone working in a different Civil Service organisation 79 responses
Someone working for a non-Civil Service organisation 91 responses
A contractor 28 responses
A service user (e.g. customer, claimant, offender) 70 responses
A member of the public 78 responses
Someone else not listed here 178 responses
Prefer not to say 601 responses
E05 is for respondents who selected Yes to question E03
E05 Did you report your experience of bullying and/or harassment? The question text has changed since the previous survey so please exercise caution when comparing the results
% Yes 46%
Difference from previous survey +9% This is a statistically significant difference
Difference from Civil Service Median -5% This is a statistically significant difference
% No 48%
Difference from previous survey -3% This is a statistically significant difference
Difference from Civil Service Median +5% This is a statistically significant difference
% Prefer not to say 6%
Difference from previous survey -6% This is a statistically significant difference
Difference from Civil Service Median 0%
E06 is for respondents who selected Yes to question E03
E06 How would you describe your situation now? The question text has changed since the previous survey so please exercise caution when comparing the results
E06.A Appropriate action was taken to address the behaviour I experienced
% Yes 14%
Difference from Civil Service Median -2% This is a statistically significant difference
% No 66%
Difference from Civil Service Median +4% This is a statistically significant difference
% Prefer not to say 20%
Difference from Civil Service Median -1% This is a statistically significant difference
E06.B The bullying and/or harassment has stopped
% Yes 39%
Difference from Civil Service Median +2% This is a statistically significant difference
% No 38%
Difference from Civil Service Median +1%
% Prefer not to say 23%
Difference from Civil Service Median -1% This is a statistically significant difference
E06.C The culture in my area allows this kind of behaviour to continue
% Yes 59%
Difference from Civil Service Median +4% This is a statistically significant difference
% No 23%
Difference from Civil Service Median -2% This is a statistically significant difference
% Prefer not to say 18%
Difference from Civil Service Median -1%
E06.D I felt like I was punished for reporting the incident
% Yes 19%
Difference from Civil Service Median +2% This is a statistically significant difference
% No 54%
Difference from Civil Service Median -1%
% Prefer not to say 27%
Difference from Civil Service Median 0%
E06.E I moved to another team or role to avoid the behaviour
% Yes 25%
Difference from Civil Service Median +4% This is a statistically significant difference
% No 60%
Difference from Civil Service Median -1%
% Prefer not to say 15%
Difference from Civil Service Median -1% This is a statistically significant difference
Additional questions selected by organisation
Please note that the benchmark for these questions is the average score across the organisations that chose to include them in their survey, so it is not representative of the whole Civil service
Change Management questions
LQC1 I get to find out the reasons behind key changes that happen in HMRC
% strongly agree 6%
% agree 35%
% neither 24%
% disagree 25%
% strongly disagree 11%
% Positive 40%
Difference from benchmark -6% This is a statistically significant difference
LQC2 I understand what support is available to me as I am affected by organisational change
% strongly agree 7%
% agree 48%
% neither 22%
% disagree 16%
% strongly disagree 7%
% Positive 55%
Difference from benchmark +3% This is a statistically significant difference
LQC3 I feel that change is managed well in my Area/Directorate/Division
% strongly agree 6%
% agree 30%
% neither 24%
% disagree 24%
% strongly disagree 16%
% Positive 36%
Difference from benchmark -7% This is a statistically significant difference
LQC4 I feel positive about the future of HMRC
% strongly agree 7%
% agree 28%
% neither 26%
% disagree 22%
% strongly disagree 19%
% Positive 34%
Difference from benchmark -20% This is a statistically significant difference
Smarter Working questions
LQD1 My manager trusts me to do my job effectively even if working in a different location to them (for example, in a different office, or from home)
% strongly agree 43%
% agree 42%
% neither 8%
% disagree 3%
% strongly disagree 3%
% Positive 85%
Difference from benchmark -5% This is a statistically significant difference
LQD2 My manager supports me to work as flexibly as possible in line with the requirements of my role
% strongly agree 40%
% agree 42%
% neither 9%
% disagree 5%
% strongly disagree 3%
% Positive 82%
Difference from benchmark -5% This is a statistically significant difference
LQD3 Smarter Working allows me to be more productive in my role
% strongly agree 31%
% agree 31%
% neither 24%
% disagree 8%
% strongly disagree 5%
% Positive 62%
Difference from benchmark -17% This is a statistically significant difference
LQD4 I feel confident in using modern workplace technologies to connect and collaborate with colleagues
% strongly agree 30%
% agree 41%
% neither 15%
% disagree 10%
% strongly disagree 4%
% Positive 71%
Difference from benchmark -11% This is a statistically significant difference
Performance Management questions
LQH1 I feel empowered by my manager to do my job
% strongly agree 27%
% agree 43%
% neither 17%
% disagree 8%
% strongly disagree 4%
% Positive 71%
Difference from benchmark -6% This is a statistically significant difference
LQH2 The one-to-one conversations I have with my manager are helping me to achieve my full potential
% strongly agree 20%
% agree 37%
% neither 24%
% disagree 12%
% strongly disagree 7%
% Positive 57%
Difference from benchmark -6% This is a statistically significant difference
LQH3a In general, how often do you discuss the following with your manager: How well I am meeting my work objectives?
% weekly 14%
% monthly 49%
% quarterly 25%
% annually 5%
% never 7%
LQH3b In general, how often do you discuss the following with your manager: My development needs and career goals?
% weekly 4%
% monthly 44%
% quarterly 32%
% annually 8%
% never 11%
LQH3c In general, how often do you discuss the following with your manager: My personal wellbeing and/or work-related stress?
% weekly 24%
% monthly 41%
% quarterly 18%
% annually 4%
% never 13%
Customer Service questions
LQM1 I understand my customers' / service users' needs
% strongly agree 26%
% agree 62%
% neither 9%
% disagree 2%
% strongly disagree 1%
% Positive 88%
Difference from benchmark -3% This is a statistically significant difference
LQM2 My Area/Directorate/Division sets goals that are appropriately aligned to customer / service user requirements
% strongly agree 13%
% agree 46%
% neither 26%
% disagree 11%
% strongly disagree 5%
% Positive 59%
Difference from benchmark -11% This is a statistically significant difference
LQM3 In HMRC, ideas and innovation are increasingly driven by customer / service user experience
% strongly agree 11%
% agree 41%
% neither 31%
% disagree 12%
% strongly disagree 6%
% Positive 51%
Difference from benchmark -4% This is a statistically significant difference
LQM4 I feel supported when faced by unacceptable actions from customers / service users
% strongly agree 13%
% agree 45%
% neither 30%
% disagree 8%
% strongly disagree 4%
% Positive 58%
Difference from benchmark -2% This is a statistically significant difference
HMRC Questions
LQT1 I am satisfied with the information shared by senior leaders in response to questions and concerns about how the move to regional centres will affect me
% strongly agree 9%
% agree 40%
% neither 25%
% disagree 12%
% strongly disagree 9%
% no information received 4%
% Positive 50%
LQT2 In my region, I am experiencing things that help me believe we are changing our culture for the better
% strongly agree 7%
% agree 28%
% neither 33%
% disagree 20%
% strongly disagree 11%
% Positive 35%
Proxy Stress Index and PERMA Index
Proxy Stress Index 33%
Difference from previous survey 0% This is a statistically significant difference
Difference from Civil Service Median +4% This is a statistically significant difference
Difference from Civil Service High Performers +6% This is a statistically significant difference
This index aligns to the Health and Safety Executive's stress management tool, using the following 8 questions from the People Survey
We calculate it in the same way as the Employee Engagement Index
We have 'inverted' the final index so that it is a measure of conditions which can add to stress rather than alleviate stress, i.e. a higher index score represents a more stressful environment
B05 I have a choice in deciding how I do my work
% Positive 61%
B08 My manager motivates me to be more effective in my job
% Positive 69%
B18 The people in my team can be relied upon to help when things get difficult in my job
% Positive 88%
B26 I am treated with respect by the people I work with
% Positive 84%
B30 I have clear work objectives
% Positive 72%
B33 I have an acceptable workload
% Positive 65%
B45 I have the opportunity to contribute my views before decisions are made that affect me
% Positive 29%
E03 Have you been bullied or harassed at work, in the past 12 months?, this is a negatively phrased question where % positive is the proportion who selected "no"
% Positive 79%
PERMA Index 70%
Difference from previous survey 0%
Difference from Civil Service Median -4% This is a statistically significant difference
Difference from Civil Service High Performers -5% This is a statistically significant difference
This index measures the extent to which employees are flourishing in the workplace around the 5 dimensions:
Positive emotion, engagement, relationships, meaning and accomplishment
The index is computed using the questions from the People Survey shown below and combining them in the same way as the Employee Engagement Index
A high score represents a greater proportion of employees agreeing with the statements below or rating the two wellbeing questions as high
B01 I am interested in my work
% Positive 81%
B03 My work gives me a sense of personal accomplishment
% Positive 67%
B18 The people in my team can be relied upon to help when things get difficult in my job
% Positive 88%
W01 Overall, how satisfied are you with your life nowadays?
% Positive 62%
W02 Overall, to what extent do you feel that the things you do in your life are worthwhile?
% Positive 66%
Appendix
Glossary of key terms
% positive is the proportion who selected either "agree" or "strongly agree" for a question
or all questions within a theme in the case of the theme score % positive, unless otherwise indicated
Comparisons to the previous survey relate to the results from the 2018 Civil Service People Survey
Where a question is flagged as changed since the last survey comparisons should be treated with caution as changes to wording may affect how people respond to the question
The Civil Service Median benchmark is the median percent positive (unless otherwise indicated) across all Civil Service organisations that participated in the 2019 Civil Service People Survey, where data was not suppressed
For each question, unless otherwise indicated, the Civil Service High Performers is the upper quartile score across all Civil Service organisations that took part in the 2019 Civil Service People Survey, where data was not suppressed
For question W04 and the Proxy Stress Index, we have used the lower quartile
For those questions where difference from benchmark is listed, the benchmark is the median percent positive (unless otherwise indicated) across all Civil Service organisations
that selected these questions for inclusion in their 2019 Civil Service People Survey, so it is not representative of the whole Civil Service
Rounding
Results are presented as whole numbers for ease of reading, with rounding performed at the last stage of calculation for maximum accuracy
Therefore in some instances, the differences presented in this report will not match the rounded figures of the scores being compared
For example, if your unrounded Engagement Index score is 75.43647583%, your organisation overall's score is 74.63572484% and the difference between the two is +0.800751%, in this report these scores would appear as 75%, 75% and +1
Statistical significance
Statistical testing has been carried out to identify statistically significant differences between your results and a number of comparators
You can therefore be confident that the difference represents a real difference in opinion between the results
Please note, there needs to be 30 responses at question level, 20 responses at theme level and 10 responses at index level for statistical testing to be carried out on the corresponding scores
If you received a lower number of responses, then statistical significance testing won't have been conducted
The employee engagement index
The survey includes five questions that make up the engagement index (B47-B51)
The index score represents the average level of engagement in that unit and ranges from 0 to 100
An index score of 0 represents all respondents in that unit saying they strongly disagree to all five engagement questions
a score of 100 represents all respondents saying they strongly agree to all five engagement questions
Confidentiality
This survey was carried out as part of the 2019 Civil Service People Survey
This is managed by the Cabinet Office on behalf of all the participating organisations
The Cabinet Office commissioned ENGINE Transformation to carry out the survey
ENGINE Transformation is a member of the Market Research Society, and is bound by their strict code of conduct and confidentiality rules
These rules do not allow for the breakdown of the results to the extent where the anonymity of individuals may be compromised
Groups of less than 10 respondents will not be reported on, however their responses do contribute to the overall scores for the unit and organisation they belong to and the overall Civil Service results
ENGINE's Privacy Policy tells you how they keep personal data safe and who to contact to exercise your rights of control under the new GDPR regulations
For further information on this, please see the link below
https://transformation.enginegroup.com/privacy-notice
The Civil Service People Survey Privacy Notice can be found on gov.uk, please see link below
https://www.gov.uk/government/publications/people-survey-privacy-information-notice/privacy-notice-civil-service-people-survey
End of report