From The BBC:
Low morale and poor leadership is affecting performance at HM Revenue and Customs, a report by MPs has said.A staff survey carried out in February 2009 brought “dire results” for the tax authority, the Treasury Committee said. It found that only 11% of staff felt that change was well-managed in the department. The poll also found that only 57% of calls made by the public to the Revenue’s contact centres were answered in 2008-9. During the peak period for calls, during July, the response rate was lowest, at just 33%. Review”We are particularly alarmed by the low of staff morale and engagement at HMRC, and its effect on performance,” said Michael Fallon, the Treasury committee chairman.
“We are deeply troubled by the apparent absence of any plan to ameliorate the situation, and call on HMRC management to re-double their efforts here.” But a spokeswoman for the tax authority said its senior managers were addressing the causes of low morale. “The department’s new business plan includes a…
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