HMRC Service Standard

HMRC are producing a comprehensive performance management system based on our objectives. This will be completed by June 2010. We are also developing our policy on service standards. We are planning to publish performance data relating to our targets and delivery in 2010, starting with performance against Customer Experience - Departmental Strategic Objective Two. This is intended to improve the transparency of performance information available and mirror the data used in HMRC performance management. Information on our performance is already produced twice a year in our Departmental and Autumn Reports.

In addition we are reviewing our policy on service standards and are planning to publish our approach and any measures or data in 2010. These service standards will be aimed at helping HMRC deliver our targets on service delivery and satisfaction which will be published as part of the performance data.