22 May 2009
By David Williams
Revenue and Customs has taken action to mitigate the impact of annual peaks and troughs in its workload but can still become more efficient, auditors have found.
A National Audit Office report praised the department for smoothing spikes in demand by encouraging online submissions and introducing different deadlines for paper and online tax returns.
However, the study, released on May 15, said many customers were still experiencing delays in service at the busiest times of the year. In January 2008, R&C answered only two-thirds of the 7 million calls it received.
The NAO added that the peak in tax credit renewal work had increased since the department brought forward the deadline to reduce overpayments.
R&C’s staff management could be more efficient, the report said. Staff could be moved between departments to deal with income tax and tax credit peaks at different times of the year. The NAO also recommended the adoption of more modern flexible staff contracts.
Auditor general Tim Burr added: ‘By expanding take-up of online services further, and helping people avoid unnecessary calls to contact centres, R&C can reduce costs and provide a better, year-round service.’
Public Accounts Committee chair Edward Leigh pointed out that peak times were when people needed most help. ‘[Customers] should not have to wait in long telephone queues – or not get their call answered at all,’ he said.
