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The expansion of online filing of tax returns

The programme to increase online filing of tax returns has made significant progress, but HMRC needs a better understanding of the benefits and costs to customers and how its online filing costs compare to those for paper returns.

11 Nov 2011

Reducing Costs in HM Revenue & Customs

HMRC faces a significant challenge in securing a £1.6 billion reduction in running costs over the next four years, at the same time as increasing tax revenues, improving customer service and achieving reductions in welfare payments.

19 Jul 2011

PaceSetter: HMRC’s programme to improve business operations

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.

15 Jul 2011

Managing civil tax investigations

HMRC’s civil investigations directorates, which examine serious cases of suspected tax evasion, have generated increasing returns from their work, while reducing resources. However, there is scope for them to achieve more.

17 Dec 2010