ACCA - The global body for professional accountants
This is a much needed boost to staffing levels to help HMRC meet its contact centre targets. It’s an investment to future proof HMRC, which promised the Treasury’s Select Committee that a target to meet 90 per cent of all calls would be met in two years. But the announcement yesterday means HMRC is aiming to be ahead of target and on track to meet the challenge by March 2013
—Chas Roy-Chowdhury, head of taxation, ACCA

The announcement yesterday by HMRC’s chief executive, Lin Homer, that her organisation will hire an additional 1,000 contact centre staff is strongly welcomed today by ACCA (the Association of Charted Certified Accountants).

Chas Roy-Chowdhury, head of taxation at ACCA comments: 'This is a much needed boost to staffing levels to help HMRC meet its contact centre targets.  It’s an investment to future proof HMRC, which promised the Treasury’s Select Committee that a target to meet 90 per cent of all calls would be met in two years. But the announcement yesterday means HMRC is aiming to be ahead of target and on track to meet the challenge by March 2013.' 

This investment has come about as a result of the close working between HMRC and the Joint Initiative on HMRC Service Delivery (JIHSD), of which ACCA is a member along with other professional bodies and tax charities. JIHSD has said in the past that service levels were unacceptable and worked with HMRC to offer solutions.

Chas Roy-Chowdhury adds: 'We agreed with HMRC at Chairman, Chief Executive and also at Ministerial level that more support is needed for the UK’s taxpayers, but also that more help is needed for HMRC staff. The volume of calls they receive is huge – some 60 million a year – and with job losses and staff cuts over recent years, this has dented staff morale.

'This is why we welcome this announcement and look forward to seeing further improvements in service for the UK taxpayer. Benchmarking themselves with industry best practice also shows that HMRC is working to becoming truly customer focused.'

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For more information, please contact:

Alana Sinnen, ACCA Newsroom
+ 44 (0) 207 059 5807
+44 (0) 7715 812120
alana.sinnen@accaglobal.com 

Helen Thompson, ACCA Newsroom
+44 (0)20 7059 5759
+44 (0)7725 498654
helen.thompson@accaglobal.com 

Notes to Editors

  1. ACCA (the Association of Chartered Certified Accountants) is the global body for professional accountants. We aim to offer business-relevant, first-choice qualifications to people of application, ability and ambition around the world who seek a rewarding career in accountancy, finance and management. 
  2. We support our 154,000 members and 432,000 students in 170 countries, helping them to develop successful careers in accounting and business, with the skills required by employers. We work through a network of over 80 offices and centres and more than 8,400 Approved Employers worldwide, who provide high standards of employee learning and development. Through our public interest remit, we promote appropriate regulation of accounting and conduct relevant research to ensure accountancy continues to grow in reputation and influence. 
  3. Founded in 1904, ACCA has consistently held unique core values: opportunity, diversity, innovation, integrity and accountability. We believe that accountants bring value to economies in all stages of development and seek to develop capacity in the profession and encourage the adoption of global standards. Our values are aligned to the needs of employers in all sectors and we ensure that through our qualifications, we prepare accountants for business. We seek to open up the profession to people of all backgrounds and remove artificial barriers, innovating our qualifications and delivery to meet the diverse needs of trainee professionals and their employers.