Following recent criticism and concerns raised by the tax profession, HMRC has agreed to improve the delivery of its services and in particular its handling of mail.
At a meeting held earlier this month between senior Revenue officials and representatives from the main accounting and taxation bodies plus a number of tax charities, it was agreed that the Revenue will begin work in early October on a review of post processing/handling and the handling of telephone calls.
The meeting was held in response to growing criticism and concerns by those same bodies about service standards within HMRC and, in particular, the handling of mail.
As part of the investigation into its post handling failures, the Revenue will also review its own performance measures to ascertain if they are still credible and effective.
There will also be a programme whereby tax agents and charity representatives will spend time with HMRC's front line service delivery teams to scrutinize processes from the taxpayers perspective and make the necessary recommendations.
HMRC staff will also spend time at the offices of tax practitioners and charities so as to stand in the shoes of taxpayers and experience their own departments service for themselves.
The results of this undertaking and subsequent actions will eventually be made public.
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