Encouraging and empowering staff to seek out, support and implement improvements to the way HM Revenue & Customs (HMRC) operates will bring substantial benefits in terms of the quality, cost-effectiveness and impact of its work. The Government approved a Continuous Improvement Strategy for all central government departments last year, mandating all departments to introduce and embed continuous improvement principles. The HMRCÂ Continuous Improvement Strategy, known as PaceSetter, sets out how HMRC will create an organisation that is focused on customers, uses proven techniques from across the public and private sectors to strengthen delivery, and learns so that HMRC systematically capitalise on the lessons of success and failure to improve performance month-on-month and year-on-year. Continuous improvement is a key aspect of the Civil Service Reform Plan, which is available to download at Civil Service Reform (Opens new window).
