The key strength of the organisations communication system is PaceSetter: HMRC’s programme to improve business operations. Since its implementation ten years ago it has streamlined business operations and improved staff engagement by instilling a culture of continuous improvement. Regular scheduled ‘performance board meetings’ ensure that informal communication occurs between the team and verifies understanding of targets whilst promoting achievement against objectives.
HMRC’s organisational business structure is also a communication strength. The division of departments reduce costs by streamlining leadership and improves customer focus. Staff are able to easily identify their role within the department and clear objectives can be set for each team. This concentrated management enables a greater positive influence of leadership, which will affect the attitudes and
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Within my business stream at least eight systems are in use by various departments. Whilst this offers the opportunity for information sharing within the department, knowledge can be limited to staff with access. As each new system is rolled out staff without access continue to use well known systems rather than duplicating work onto universal systems. A comprehensive overhaul of communication systems with a view to streamlining would ensure a more effective flow of information. Currently staff can spend time checking the various systems for notes from other departments or requesting help from colleagues if they do not have access. Checking each system can be time consuming and important information can be lost if the communication has not been relayed on the system relevant to the worker looking. This lack of information directly impacts the first business objective, to maximise revenues due and bear down on avoidance and evasion, as key evidence or correspondence may be miss-filed or