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Treasury

To ask Mr Chancellor of the Exchequer, if the Government will compensate Bury St Edmunds for the loss of funds available to the Haverbury Housing Partnership following the Inland Revenue's ruling of 24th October; if the Government will compensate Letchworth for the loss of funds available to North Hertfordshire Homes...

Asked by

Jim Dobbin (Labour; Co-operative Party)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

16 December 2003

Reference

415 c802W;415 c801-2W; 144165;144166;144167;144169

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, what annual efficiency savings targets were set for Inland Revenue in 2002 to 2003; what Inland Revenue's performance against these targets was in each year; and what the total sum paid in performance related pay as a consequence of Inland Revenue's achievement was...

Asked by

James Gray (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Tabled on

8 December 2003

For answer on

11 December 2003

Answered on

11 December 2003

Mr. Gray: To ask the Chancellor of the Exchequer what annual efficiency savings targets were set for Inland Revenue in 2002 to 2003; what Inland Revenue's performance against these targets was in each year; and what the total sum paid in performance related pay as a consequence of Inland Revenue's achievement was in each year. [143674] Dawn Primarolo: In 2001-02, 2002-03 and 2003-04 the Inland Revenue had a target to "Improve value for money by achieving productivity gains of at least 2.5 per cent. per year until March 2004 without detriment to accuracy or customer satisfaction". This was set by Spending Review 2000. This target is measured by reference to four Performance Indicators and the results for 2001-02 and 2002-03 are set out below. The results for 2003-04 will not be known until after the end of the Financial Year. Spending Review 2002 also gave the Inland Revenue a value for money target that came into effect in 2003-04 to "Achieve annual efficiency savings of at least 2.5 per cent. per year until March 2006, without detriment to accuracy or customer satisfaction." The results for 2003-04 will not be known until the end of the Financial Year. IR performance against productivity target: Percentages _________________________________________________________________________________________________. 2001-02 target 2001-02 result 2002-03 target 2002-03 result Percentage improvement in: Taxpayer cases dealt with 2.5 0.90 2.5 4.8 per staff year Number of Nl work items per 2.5 7.0 2.5 7.8 staff year Number of WFTC decisions per 2.5 3.4 2.5 12.4 staff year Number of DPTC decisions per 2.5 21.4 2.5 2.6 staff year _________________________________________________________________________________________________. The need to make efficiency savings is only one of several objectives that any individual could have in their Performance Agreement. It is therefore impossible to quantify the amount of individual performance related pay that has arisen from the achievement of such targets. However, it is the case that performance related pay is only paid to individuals who have met or exceeded their Performance Agreement in total.

Date

11 December 2003

Reference

143674; 415 c603W;415 c602-3W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, whether the problems with the Inland Revenue's IT system to which paragraph 9 of the Government Response to the Treasury Committee's Tenth Report refers, on Inland Revenue Matters (HC 834) of Session 2002-03 have been resolved; and what corrective measures have been taken...

Asked by

Richard Burden (Labour)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

8 December 2003

Reference

141307; 415 c334-5W;415 c336-7W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, pursuant to his Answers of 14th October, 411 c141-1W, and 8th September, 410 c103-4W, on the Inland Revenue, whether Commissioners of Inland Revenue were given objectives relating to Project ASPIRE or its antecedents which attracted performance-related pay in 1999-2000 to 2002-03.

Asked by

James Gray (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

6 November 2003

Reference

136564; 412 c801W;412 c801-2W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, how many and what percentage of telephone calls to Inland Revenue contact centres which were not classed as engaged or abandoned were answered within 20 seconds in each of the last 12 months; how many and what percentage of attempted telephone calls to...

Asked by

Steve Webb (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Tabled on

14 July 2003

For answer on

23 October 2003

Answered on

23 October 2003

Mr. Webb: To ask the Chancellor of the Exchequer (1) how many and what percentage of telephone calls to Inland Revenue contact centres which were not classed as engaged or abandoned were answered within 20 seconds in each of the last 12 months; [126382] (2) how many and what percentage of attempted telephone calls to Inland Revenue contact centres reached an engaged tone in each of the last 12 months; [126383] (3) how many and what percentage of telephone calls to Inland Revenue contact centres were abandoned in each of the last 12 months. [126384] Dawn Primarolo: The tables give figures for the 12 months to August 2003, for calls attempted, received, handled, abandoned and receiving the engaged tone for all Inland Revenue contact centres in Great Britain, including those dealing with calls concerning the child and working tax credits, WFTC, DPTC, taxes and national insurance. They also give figures for the estimated number of callers attempting those calls. They do not include the many hundreds of thousands of calls handled by the Northern Ireland contact centres, the child benefit centre and the Inland Revenue's network of local offices, using a range of telephony services. Tables 1 and 2 cover the period August 2000- February 2003 and describes what is one of the country's top 10 call centre operations in broadly steady state, handling around 2 million calls per month. The number of attempted calls not being handled is in line with industry standards when related to the number of callers attempting to make those calls and the sharp peaks of activity which underlie those numbers. Table 1 Thousands _________________________________________________________________________________________________. Number of call attempts Number of callers1 August 2002 5,683 1,639 September 2002 5,881 1,816 October 2002 4,413 1,793 November 2002 3,858 1,922 December 2002 3,064 1,316 January 2003 7,017 2,780 February 2003 4,812 2,408 _________________________________________________________________________________________________. 1 The number of separate telephone numbers from which call attempts were received on each day, summed over the month. Table 2 Number of calls (thousands) _________________________________________________________________________________________________. Received 1 Handled within 20 Handled in more Reaching engaged Abandoned 3 seconds2 than 20 seconds tone August 2002 1,801 1,167 545 3,873 90 September 2002 1,935 1,117 727 3,928 90 October 2002 1,893 1,271 550 2,494 71 November 2002 2,068 1,509 464 1,762 95 December 2002 1,355 949 342 1,689 64 January 2003 3,041 1,742 1,047 3,900 252 February 2003 2,785 1,570 862 1,557 352 _________________________________________________________________________________________________. 1 Where the caller selected an option for the call steering menu and was put in a queue to speak to an adviser. 2 Where the caller selected an option from the call steering menu, was put in a queue to speak to an adviser, and spoke to an adviser within 20 seconds of being put in that queue. Estimated for calls on the disabled person's tax credits helplines. 3 Where the caller selected an option from the call steering menu and was put in a queue to speak to an adviser but the call was terminated before the caller spoke to an adviser. Tables 3 and 4, which cover March to August 2003, reflect a period where the Inland Revenue's contact centres dealing with new tax credits inquiries experienced call volumes so large that no call centre could have coped, notwithstanding the measures taken to increase capacity to deal with demand. Comparing the number of calls attempted each month with the number of callers, shows, particularly in April-June, a clear pattern of many callers making multiple calls, often using automatic redial equipment. During the same period, due to slow running of the IT system, there were times when calls took longer to handle, thus making it more difficult for other callers to get through. Table 3 Thousands _________________________________________________________________________________________________. Number of call attempts Number of callers1 March 2003 10,007 4,005 April 2003 22,600 5,465 May 2003 16,220 4,468 June 2003 16,398 3,465 July 2003 9,195 2,526 August 2003 5,215 2,099 _________________________________________________________________________________________________. 1 The number of separate telephone numbers from which call attempts were received on each day, summed over the month. Table 4 Number of calls (thousands) _________________________________________________________________________________________________. Received 1 Handled within 20 Handled in more Reaching engaged Abandoned 3 seconds2 than 20 seconds tone March 2003 4,308 1,600 1,702 1,435 1,005 April 2003 4,043 1,286 1,827 5,666 930 May 2003 2,969 1,138 1,386 3,525 445 June 2003 1,652 716 834 1,493 101 July 2003 2,192 1,135 915 2,880 143 August 2003 2,192 1,373 692 2,710 126 _________________________________________________________________________________________________. 1 Where the caller selected an option for the call steering menu and was put in a queue to speak to an adviser. 2 Where the caller selected an option from the call steering menu, was put in a queue to speak to an adviser, and spoke to an adviser within 20 seconds of being put in that queue. Estimated for calls on the disabled person's tax credits helplines. 3 Where the caller selected an option from the call steering menu and was put in a queue to speak to an adviser but the call was terminated before the caller spoke to an adviser. The figures for July and particularly August--when the number of calls handled only falls just short of the number of callers attempting to get in touch with the Revenue--show a steady return towards steady state with the Revenue's call centre operations much better supported by the IT system.

Date

23 October 2003

Reference

411 c649-52W;411 c653-6W; 126382;126383;126384

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, whether an evaluation of the Inland Revenue's self-assessment on-line programme will be included in the review of the Inland Revenue and HM Customs and Excise announced on 2nd July. - Ref to 2 July 2003, 408 c270-1W.

Asked by

Stephen O'Brien (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

9 September 2003

Reference

127077; 410 c277W;410 c317W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, what the Government's target for take-up of the Inland Revenue's self-assessment on-line programme by UK tax-filers was in (a) 2001-02 and (b) 2002-03; what it is for the 2003-04 tax period; and how these targets were derived. - Inc figures.

Asked by

Stephen O'Brien (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

9 September 2003

Reference

127075; 410 c277W;410 c317W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, how his Department is evaluating the results being achieved with regard to the percentage of UK tax-filers submitting their self-assessment form electronically using the Inland Revenue's on-line programme against the Government's pre-set targets.

Asked by

Stephen O'Brien (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

9 September 2003

Reference

127085; 410 c278W;410 c318W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, how many and what percentage of Inland Revenue postal enquiries received a complete response within 15 working days in each of the last 12 months. - Includes table.

Asked by

Steve Webb (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Tabled on

14 July 2003

For answer on

8 September 2003

Answered on

8 September 2003

Mr. Webb: To ask the Chancellor of the Exchequer how many and what percentage of Inland Revenue postal enquiries received a complete response within 15 working days in each of the last 12 months. [126380] Dawn Primarolo: The total volume of correspondence, and the percentage dealt with in the Inland Revenue local office network within 15 working days, in each of the last 12 months were as follows: _________________________________________________________________________________________________. Total post received (million) Percentage dealt with within 15 days 2002 June 6.501 79.9 July 4.971 77.0 August 6.447 77.7 September 5.249 73.4 October 5.547 72.3 November 6.674 75.8 December 5.309 77.6 2003 January 6.619 78.4 February 5.957 83.3 March 6.104 84.0 April 5.503 85.6 May 7.568 79.6 _________________________________________________________________________________________________.

Date

8 September 2003

Reference

126380; 410 c104W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, what the criteria were by which the Commissioners of Inland Revenue individually qualified for performance pay in each year since 1999-2000; and what performance pay they (a) might have been paid and (b) were paid in each year. - Includes table.

Asked by

James Gray (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Tabled on

14 July 2003

For answer on

8 September 2003

Answered on

8 September 2003

Mr. Gray: To ask the Chancellor of the Exchequer what the criteria were by which the Commissioners of Inland Revenue individually qualified for performance pay in each year since 1999-2000; and what performance pay they (a) might have been paid and (b) were paid in each year. [126365] Dawn Primarolo: The Commissioners are members of the Senior Civil Service (SCS), and as such subject to the rules for SCS pay. In accordance with Government policy on pay in the civil service those rules provide for consolidated base pay and bonuses to be performance related. So in all years since 1999-2000 the Commissioners could receive performance related pay. The pay of senior civil servants is reviewed annually by the Government, advised by the Senior Salaries Review Body. The pay of Permanent Secretaries, including the Chairman of the Board of Inland Revenue, is determined by the Permanent Secretaries Remuneration Committee; in its deliberations, the Committee has decided to follow the broad lines of the pay system which applies to senior civil servants generally. The table sets out the range of performance related base pay and bonus awards which the Commissioners might have been paid. _________________________________________________________________________________________________. Base pay (Percentage) Bonus 1999-2000 0 to 10.5 Circa £300 to £400 2000-01 0 to 11 £300 2001-02 0 to 11 £300 2002-03 0 to10 High 4.23 per cent., Medium 3 per cent. 2003-04 0 to 9 High 10.2 per cent., Medium 5.2 per cent. _________________________________________________________________________________________________. The pay of the Commissioners and other Board members is set out, in bands of £5,000, in the Inland Revenue Annual Reports. Details of performance appraisal, and of consequential pay adjustments, are considered to be confidential to the individual concerned.

Date

8 September 2003

Reference

126365; 410 c103-4W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, how many and what percentage of telephone calls to local Inland Revenue offices were answered at the switchboard within 20 seconds in each of the last 12 months. - Includes table.

Asked by

Steve Webb (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Tabled on

14 July 2003

For answer on

8 September 2003

Answered on

8 September 2003

Mr. Webb: To ask the Chancellor of the Exchequer how many and what percentage of telephone calls to local Inland Revenue offices were answered at the switchboard within 20 seconds in each of the last 12 months. [126381] Dawn Primarolo: The number and percentage of telephone calls answered within 20 seconds in the Inland Revenue local office network in each of the last 12 months were as follows: _________________________________________________________________________________________________. Number (million) Percentage 2002 June 2.575 89.6 July 3.296 88.5 August 2.763 90.4 September 2.959 88.8 October 3.129 92.7 November 2.982 93.3 December 2.231 92.0 2003 January 2.473 87.6 February 2.754 91.2 March 3.130 86.4 April 3.107 85.5 May 3.286 80.9 June 3.243 83.1 _________________________________________________________________________________________________.

Date

8 September 2003

Reference

126381; 410 c104W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, how many and what percentage of callers to Inland Revenue enquiry centres without an appointment were attended to within 15 minutes in each of the last 12 months. - Includes table.

Asked by

Steve Webb (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Tabled on

14 July 2003

For answer on

8 September 2003

Answered on

8 September 2003

Mr. Webb: To ask the Chancellor of the Exchequer how many and what percentage of callers to Inland Revenue enquiry centres without an appointment were attended to within 15 minutes in each of the last 12 months. [126385] Dawn Primarolo: The number and percentage of personal callers to Inland Revenue Enquiry Centres attended to within 15 minutes in each of the last 12 months is as follows: _________________________________________________________________________________________________. Number of callers attended to in 15 Percentage minutes (000s) 2002 July 289.5 96.7 August 327.9 97.0 September 331.1 96.4 October 277.5 98.0 November 294.5 98.7 December 171.6 98.9 2003 January 561.2 97.6 February 283.7 97.9 March 298.7 97.5 April 318.2 88.3 May 465.3 69.3 June 336.3 72.1 _________________________________________________________________________________________________.

Date

8 September 2003

Reference

126385; 410 c105W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, if he will estimate how long it takes on average to (a) complete and (b) process the application form for child tax credit; and whether his Department has a target for the number of applications to be processed.

Asked by

Lord Taylor of Goss Moor (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

8 September 2003

Reference

121581; 410 c97W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, if he will provide extra resources to help the Inland Revenue in responding to correspondence from Right honourable and honourable Members about working family tax credit applications.

Asked by

Bob Russell (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

17 July 2003

Reference

123369; 409 c467W;409 c466W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, how many letters to the Inland Revenue from Right honourable and honourable Members about working family tax credit applications are awaiting a reply.

Asked by

Bob Russell (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

17 July 2003

Reference

123368; 409 c466-7W;409 c466W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, what penalties are enforceable against the provider of computer equipment to implement the change in the system of tax credits.

Asked by

Peter Duncan (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

17 July 2003

Reference

118315; 409 c464W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, if he will list the time and duration of each occasion since 1st April when staff working on the public helpline desks have been unable to access the computer system for handling children's tax credit claims. - Includes no figures. (Holding answer 9...

Asked by

David Lidington (Conservative)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

13 June 2003

Reference

118035; 406 c1089W;406 c1093W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, what plans he has to carry out an inquiry into the Inland Revenue's handling of applications for (a) child tax credit and (b) working tax credit. - Ref to 28 April 2003, 404 c53-69 and 4 June 2003, 406 c120WH. (Holding answer 5...

Asked by

Russell Brown (Labour)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

13 June 2003

Reference

116640; 406 c1091W;406 c1093W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, pursuant to his Answers of 15th May to the honourable Member for Edinburgh West, Official Report, 405 c384W, and of 8th May to the honourable Member for Twickenham, Official Report, 404 c719W, on the Tax Credit helpline, what additional resources were allocated to...

Asked by

John Barrett (Liberal Democrat)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

10 June 2003

Reference

115703; 406 c752W

House

House of Commons

Treasury

To ask Mr Chancellor of the Exchequer, what assessment he has made of the quality of performance of the Valuation Office Agency in Liverpool.

Asked by

Ben Chapman (Labour)

Answering body

Treasury

Type

Written questions

Status

Answered

Date

21 May 2003

Reference

114821; 405 c844W

House

House of Commons

Librarians' tools

Type

House

Session

Month

Department

Member

Primary member

Answering member

Legislative stage

Legislation

Subject

Publisher