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  3. Reducing losses in the benefits system caused by customers’ mistakes

    Report Value for money

    Published on:

    DWP does not yet have enough evidence to demonstrate that its activities to reduce the cost of mistakes by customers have been value for money. Although mistakes are difficult to detect, correct and prevent, the scale of overpayments and underpayments demonstrates a clear need for improvement.

  4. Short guide to the NAO’s work on HM Revenue & Customs

    Overview Short guide

    Published on:

    This short guide is one of 17 we have produced covering our work on each major government department. It summarises our work on HM Revenue & Customs during the last Parliament.

  5. PaceSetter: HMRC’s programme to improve business operations

    Report Value for money

    Published on:

    PaceSetter has led to productivity improvements and may have contributed to greater staff engagement. However, the extent to which overall efficiency has improved is not clear; and some key principles of process improvement are not yet being applied strategically across the entire organisation.

  6. HM Revenue and Customs: Handling telephone enquiries

    Report Value for money

    Published on:

    HM Revenue and Customs’ performance in answering telephone calls in 2008-09 was well below its own targets and industry standards, the National Audit Office has reported today. In its Customer Contact Directorate, which answers 95 per cent of calls to the Department’s contact centres, only 57 per cent of 103 million call attempts were answered, compared […]

  7. HM Revenue & Customs: Dealing with the tax obligations of older people

    Report Value for money

    Published on:

    Older people are a growing group for HM Revenue & Customs and significant numbers pay too much or too little tax, according to a report released today by the National Audit Office. Errors occur because many people’s tax affairs become more complicated when they reach pension age and HMRC’s systems do not cope well with […]

  8. Minimising the cost of administrative errors in the benefit system

    Report Value for money

    Published on:

    DWP has not reduced the mistakes made by staff processing benefits. In 2009-10 it overpaid an estimated £1.1 billion and made underpayments of £500 million. However, the scale of the challenge facing the Department should not be underestimated.

  9. HMRC: The efficiency of National Insurance administration

    Report Value for money

    Published on:

    HMRC has taken significant steps to improve the efficiency of National Insurance administration, but needs to demonstrate more clearly that it is providing value for money from the £350 million it spends each year and take advantage of opportunities to secure further savings.

  10. HM Revenue & Customs: Managing variations in workload

    Report Value for money

    Published on:

    HM Revenue & Customs faces large peaks in its workload but, by introducing different filing deadlines for paper and online Income Tax Self Assessment returns, it has smoothed some of those peaks. A National Audit Office report today found that, in 2007-08, HMRC received more than a quarter of the 4 million Tax Credit renewals […]

  11. Progress with VFM savings and lessons for cost reduction programmes

    Report Value for money

    Published on:

    This report looks at how much the Treasury’s Value for Money savings programme has improved value for money across government. The programme aims to achieve government-wide annual savings of £35 billion from 2008-09 to 2010-11.

  13. HM Revenue and Customs 2008-09 Accounts: The Comptroller and Auditor General’s Standard Report

    Report Financial audit

    Published on:

    The economic downturn has been largely responsible for a £21.7 billion reduction in taxes and duties collected by HM Revenue and Customs (HMRC) in 2008-9, according to a report released today by the National Audit Office. Income Tax and National Insurance contributions fell by £5.7 billion; revenue from VAT fell by £6.4 billion (partly reflecting […]

  15. HM Revenue & Customs: The Control and Facilitation of Imports

    Report Value for money

    Published on:

    HM Revenue & Customs clears most imported goods quickly, and processes for submitting customs declarations and payments for non-EU imports are straightforward, says a report out today from the National Audit Office. The rate of physical checks at the UK border is below the EU average, however, and the number of audits of traders has […]

  17. Department for Work and Pensions: Management of benefit overpayment debt

    Report Value for money

    Published on:

    Today the National Audit Office has reported that the Department for Work and Pensions increased recoveries of benefit overpayments from £180 million in 2005-06 to £272 million in 2007-08, and preliminary results suggest that the Department has achieved its recovery target of £279 million for 2008-09. But recoveries are not keeping pace with the rate […]

  18. HM Revenue & Customs: Management of Tax Debt

    Report Value for money

    Published on:

    HMRC has improved how it manages debts owed to it by taxpayers, according to a report by the National Audit Office. The amount of money owed has reduced from 4.3 per cent of tax collected in 2005-06 to 3.8 per cent in 2007-08. The age of the direct tax debt has also reduced. Over the […]