HM Revenue & Customs: Customer service performance
Published on:Despite some welcome improvements, HMRC’s performance in answering calls from the public is poor value for money.
Despite some welcome improvements, HMRC’s performance in answering calls from the public is poor value for money.
Comprehensive Spending Review 2007 covering the period 2008-2011
Review of the data systems for Public Service Agreement 7 led by the Department for Business, Innovation and Skills: ‘Improve the economic performance of all English regions and reduce the gap in economic growth rates between regions’
Comprehensive Spending Review 2007 covering the period 2008-2011
Review of the data systems for Public Service Agreement 4 led by the Department for Business, Innovation and Skills: ‘Promote world class science and innovation in the UK’
Comprehensive Spending Review 2007 covering the period 2008-2011
Review of the data systems for Public Service Agreement 1 led by the Department for Business, Innovation and Skills: ‘Raise the productivity of the UK economy’
Comprehensive Spending Review 2007 covering the period 2008-2011
Review of the data systems for Public Service Agreement 6 led by the Department for Business, Innovation and Skills: ‘Deliver the conditions of business success in the UK’
This impacts case study shows how reports by NAO and PAC resulted in the Nucelar Decommissioning Authority terminating its existing management contract and announcing a new approach, expected to improve management and reduce costs.
It is one example of financial or non-financial benefits realised in 2014 as a result of our involvement, all of which are set out in our interactive PDF.
Unfair treatment of consumers, ranging from pressure selling to systematic scams by criminals, is costing billions of pounds each year – but the system for enforcing consumer law is not delivering value for money.
The NAO is publishing a suite of short guides, one for each government department, to assist House of Commons Select Committees.
Over half of all businesses believe there is too much regulation, according to a survey of businesses commissioned by the National Audit Office and the Local Better Regulation Office. Although most businesses believe that the purpose of regulation is clear, over 60 per cent of businesses think that the level of regulation is an obstacle to their success.
Impact Assessments, used to assess the need for and the likely impact of proposed government policy interventions, do not yet consistently provide a sound basis for assessing the merits of different policy proposals. Further improvement in the quality and use of Impact Assessments is needed to achieve value for money.
The MOD acted promptly to revert to the decision to buy the vertical take-off version of the Joint Strike Fighter but will have to manage significant risks.
The BBC has reduced its spending on support functions but in future it should plan for cuts by clearly defining the level of service it requires and what that should cost.
The competition to let this franchise lacked oversight. The full cost to the taxpayer is unknown, but likely to be significant.
This report examines whether government’s arrangements for decommissioning AGR nuclear power stations will lead to better value for money.
This report provides an update on the Bounce Back Loan Scheme.
The wider government needs to do more to understand the experience of whistleblowers and to act where whistleblowers suffer detriment.#
The NAO has today published an update for the Public Accounts Committee, detailing developments in the management of the Sellafield site, the UK’s largest and most hazardous nuclear site, and the extent to which progress has been made in decommissioning and cleaning it up.
This report examines the performance, implementation, procurement and management of the Green Homes Grant scheme.
This Departmental Overview is one of 17 we have produced covering our work on each major government department. It summarises our work on the Department of Energy & Climate Change 2013-14.