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Yes, I too can read and found this buried away in the report -
HMRC is staking a great deal on the success of its plans to digitise the tax system, but once again it lacks an adequate plan if demand for its call centres does not reduce as quickly as it hopes. HMRC faces an enormous challenge to maintain services, while delivering spending cuts, restructuring its business, replacing the Aspire contract (through which it has procured almost all its IT), at the same time as re-locating almost all its staff and dealing with the implications of Brexit. HMRC has lost its Chief Digital and Information Officer as a result of market pressures and losing further key staff would damage HMRC’s capability to deliver transformation and manage the risks when its IT contract ends. HMRC has committed to reducing staff in its personal tax service by a third in the next three years. When HMRC made some 5,600 staff reductions in 2014–15 customer service for personal taxpayers collapsed and HMRC had to recruit 2,400 additional staff in the following year to stabilise services. We note HMRC’s assurances that it will seek additional resources if digital services do not reduce demand for personal tax services in line with its expectations, but we are concerned that it has not agreed a contingency plan for this eventuality with HM Treasury. |
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