HMRC customer service
Published on:Customers cumulatively spent 798 years on hold waiting to speak with HM Revenue & Customs (HMRC) in 2022-23.
Search results for 'Project and service delivery'
Showing 21 - 40 of 234 results
-
-
Evaluating government spending: an audit framework
Published on:We have prepared this guide to help accounting officers, other senior leaders and policymakers understand how the NAO assesses the robustness of the evaluation arrangements in departments.
-
Progress update: Timeliness of local auditor reporting on local government in England
Published on:This report examines the progress made in improving the timeliness of auditor reporting on English local public bodies’ financial statements. Delays in completing audited accounts can have significant implications for local accountability and the effective management of public money.
-
Funding of Coventry City of Culture Trust
Published on:A factual overview of funding provided to the Coventry City of Culture Trust, which became insolvent in March 2023.
-
Progress with delivering the Emergency Services Network
Published on:This report describes the Home Office’s progress on delivering the Emergency Services Network programme, and sets out the main risks it faces.
-
Royal Household spending and accountability
Published on:Our report describes the role of public money in financing the Royal Household and how the funds are used.
-
Managing uncertainty: Questions for decision-makers to ask in an uncertain environment
Published on:This good practice guide for policy and delivery professionals helps you work with uncertainty in government programmes
-
Investigation into the UNBOXED festival
Published on:An investigation into the UNBOXED festival by the National Audit Office found that audience engagement was lower than originally modelled, although the project was delivered on time and is forecast to be on budget.
-
Agile or fragile? The challenges of Agile at scale
Published on:This opinion piece looks at the challenges faced when using Agile for major digital change programmes.
-
HM Revenue & Customs 2021-22 Accounts
Published on:Gareth Davies, the C&AG of the National Audit Office, has reported on the 2021-22 accounts of HM Revenue & Customs (HMRC).
-
Use of Agile in large-scale digital change programmes
Published on:This guide helps Audit and Risk Committees ask the right questions when undertaking major digital change programmes using Agile.
-
Quality assurance of models: a guide for audit committees
Published on:This good practice guide will help audit committees understand and question the quality assurance framework for business-critical models.
-
Efficient services – it ain’t just what you do, it’s the way that you do it…
Published on:This blog highlights our upcoming good practice guide that’s a ‘how to’ guide for people managing a service. It also includes a separate summary on managing demand.
-
Framework to review portfolios
Published on:This framework has a set of questions to assess whether a portfolio is achieving value for money
-
Audit and Risk Assurance Committee effectiveness tool
Published on:Our tool is primarily based on guidance from central government, most notably HM Treasury’s Audit and Risk Assurance Committee Handbook.
-
Investigation into the management of backlogs in driving licence applications
Published on:The Driver and Vehicle Licensing Agency has been processing standard driving licences at normal levels following the backlog that resulted from the COVID-19 pandemic, but there are still delays in applications from drivers with medical conditions, according to the National Audit Office.
-
The Affordable Homes Programme since 2015
Published on:This report examines government’s management of the Affordable Homes Programme since 2015
-
Efficiency savings require learning past lessons
Published on:Gareth Davies, head of the NAO, outlines lessons from NAO reports into the government’s handling of COVID-19 in a keynote speech at the Houses of Parliament.
-
How to improve operational services
Published on:These good practice guides share practical tips on improving the quality and efficiency of day-to-day services provided by government.
-
Central oversight of arm’s-length bodies
Published on:This report focuses on the role of the centre of government in supporting government departments’ oversight of arm’s-length bodies.