Annex A: HMRC's Transformation Roadmap metrics
Published 21 July 2025
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This publication is available at https://www.gov.uk/government/publications/hmrc-transformation-roadmap/annex-a-hmrcs-transformation-roadmap-metrics
HMRC’s progress against the lead and supporting metrics below will be reported in HMRC’s Annual Report and Accounts or supporting performance publications.
HMRC will continue to develop further metrics as set out below to measure progress against the Transformation Roadmap – these will be included in future updates.
Improving day to day performance and the customer experience
Lead metrics
- proportion of customer service interactions made through digital self-serve
- Customer Satisfaction Score
Supporting metrics
- analogue demand (phone and post volumes)
- digital demand (app session volumes)
- Net East Score
- Once and Done
- annual customer survey results for ease of dealing with tax issues
- annual customer survey results for overall experience of dealing with HMRC over the last 12 months
- annual customer survey results for ease of finding information from HMRC
- annual customer survey results for “HMRC is an organisation I can trust”
- telephone – adviser attempts handled %
- post correspondence – 15 working day turnaround
- post correspondence – 40 working day turnaround
- Interactive Voice response (IVR) handled
To be developed:
- digital containment
- avoidable telephony
Closing the tax gap
Lead metrics
- tax gap %
- compliance yield
Supporting metrics
- tax gap £bn
- compliance yield by yield type
- yield from Prevent and Promote interventions
- tax debt balance as a percentage of tax receipts
- debt balance
- number of customers in Time to Pay payment plans
- positive charging decisions
Reform and modernisation of the tax and customs system
Lead metrics
- Technical Health Maturity Score (final quality assurance being completed in 2025)
Metrics to be developed
- costs of the system
- agility of processes
- ability to manage change
- making HMRC a great place to work
- contribution of HMRC data
- customs administration and trade facilitation