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Online self assessment tax form

The quality of service for personal taxpayers

HMRC aimed to move more customers online thereby reducing staff costs but significant numbers of staff were let go before technical improvements were completed leading to a collapse in service quality in 2015. Services have since improved.

Published:
25 May 2016
Whitehall and Westminster signposts

Government Commercial and Contracting: an overview of the NAO’s work

This overview of the NAO’s work on the government’s management of contracting examines subjects including the government’s commercial capability, accountability and transparency, and its management of contracted-out service delivery.

Published:
12 May 2016
Someone filling up a glass with water

The economic regulation of the water sector

Since privatisation, Ofwat and Defra have overseen major improvements in water quality and service quality. Customers have seen a marked rise in bills but not the benefits of companies’ unexpected financial gains.

Published:
14 Oct 2015