HMRC needs to listen more and dictate less, writes Tony Margaritelli.
“HMRC has a clear and vital purpose – to collect the money that pays for the UK’s public services and give people financial support”.
“We are fully committed to our Charter because the experience our customers have is central to our vision of being a trusted, modern tax and customs department”.
Both these quotes are from Sir Jim Harra KCB, as quoted in the HMRC Charter Annual Report 2023 to 2024. Fine words, as one would expect from someone who has spent a lifetime – to clarify, nearly 40 years – in the Civil Service, and if he has learned only one thing during his tenure then it’s the value of a good soundbite.
Here he is again: “Something that we’ve talked about for a long time is citizen- centred services, and digital and data solutions nowadays make it a reality that we can deliver. We can achieve this if we are innovative and if we focus on the citizen or the business rather than on our organisational boundaries within the Civil Service.”
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