As I noted on Friday, HMRC have with great fanfare and naive approval of the ICAEW attempted some diversionary tactics by announcing a reallocation (HMRC calls it "investment") of "up to" £34M and a possible extra 1,000 personnel into their call centres.
Whilst the above may satisfy the ICAEW and some naive taxpayers, the NAO
are not going to sit idly by. As I note on my HMRC site, the NAO is looking at commitments made
under the HMRC’s change programme and will report "in winter 2012" on
the service that
HMRC’s "customers" receive over the phone, online and in writing.