Search results for 'Performance management'

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  2. HMRC customer service

    Work in progress

    Spring 2024

    In 2022-23, HMRC received over 38 million phone calls from taxpayers and their agents, and received 16 million pieces of customer correspondence. This report will examine HMRC’s understanding of customer service.

  3. The BBC’s implementation of Across the UK

    Report Value for money

    Published on:

    The BBC has made progress transferring commissioning, production and journalism outside London, according to a new National Audit Office report.

  4. How to improve operational services

    Insight Good practice guides

    Published on:

    These good practice guides share practical tips on improving the quality and efficiency of day-to-day services provided by government.

  5. Green Homes Grant Voucher Scheme

    Report Value for money

    Published on:

    This report examines the performance, implementation, procurement and management of the Green Homes Grant scheme.

  6. Business support schemes

    Report Value for money

    Published on:

    This report examines the Department for Business, Energy & Industrial Strategy’s management of its business support schemes.

  7. British Business Bank

    Report Value for money

    Published on:

    This report examines whether the British Business Bank is improving access to finance for small and medium-sized enterprises.

  9. Improving the prison estate

    Report Value for money

    Published on:

    This report examines the condition and capacity of HM Prison and Probation Service’s prison estate.

  12. Spending Review 2015

    Report Value for money

    Published on:

    There have been improvements in the way government plans and manages public sector activity, but the NAO does not consider that there exists a coherent, enduring framework for planning and management.

    This report is published alongside ‘Government’s management of its performance: progress with single departmental plans’.

  14. Performance measurement by regulators

    Insight Good practice guides

    Published on:

    This good practice guide aids improvement in performance measurement and reporting by regulators and other organisations seeking to deliver outcomes through third parties. It has been developed in collaboration with regulators and includes the NAO’s experience from working with them and examples of regulators’ good practice. It’s complemented by ‘Performance measurement: Good practice criteria and maturity model’.

  16. Leadership development in the civil service

    Report

    Published on:

    In this report we describe the civil service’s training and development of its leaders, focusing on the senior civil service and the pipeline of future senior leaders

  17. The effective management of tax reliefs

    Report Value for money

    Published on:

    HM Treasury and HMRC do not keep track of tax reliefs intended to change behaviour, or adequately report to Parliament on whether tax reliefs work as expected.

  18. Her Majesty’s Revenue & Customs 2013-14 accounts

    Report Financial audit

    Published on:

    The report covers HMRC’s progress in operating the PAYE service, its implementation of its new Real Time Information service and its performance in tax collection and in reducing error and fraud in personal tax credits.

  19. Environmental and sustainability metrics briefing

    Insight Good practice guides

    Published on:

    This briefing gives a high-level overview of the range of metrics that government uses to assess and report on sustainable development and environmental protection, and how these compare with good practice principles for a performance management framework.