Of course Sir Winston Churchill was speaking in what he referred to as both our darkest and our finest hour. Recent events with the HMRC self assessment on-line filing system have brought the quote to mind, but while this may be HMRC's darkest hour, it is certainly not their finest.
The events of the past 48 hours have been a nightmare on all sorts of levels, and not just for HMRC. I now treasure particularly the conversation I had with a tax officer at Altrincham Tax Office on 31 January 2007 as I hand delivered some last minute tax returns, and she suggested that all of this could be avoided if we were to embrace on-line filing. Well we now have, but at times yesterday the option of popping down to the local tax office with some paper returns started to look extremely attractive. At least that way the process is under our own control, and not dependent on the vagaries of HMRC's computer systems.
The timing of this meltdown is particularly bad, because HMRC is going hell for leather to encourage as many people as possible to file on-line next year. Indeed, if you wish to file your 2007-08 self-assessment return in any other way you will have to do so by 30 September 2008, a whole 4 months earlier than the on-line deadline. So where shall I start with the potential implications 12 months hence?
1. The option to give up in disgust, write out your entries on the paper tax return and take it to your local tax office, available to those in extremis this year, will not be next year.
2. Given the natural propensity to leave things until the last minute, particularly dare I say things that we do not particularly like doing, the number of people filing online is likely to increase dramatically next year (which is indeed what HMRC purports to want). So if the system buckled under the pressure this year, when paper filing remained a viable option for all taxpayers, what are the chances of it standing up to the strain next year, when it becomes the only game in town?
3. Given that HMRC clearly wishes the vast majority of taxpayers to move to on-line filing for the 2007-08 return, what impact will recent events have on public trust in the system, and thus their willingness to use it to complete their next tax return?
Also, obscene amounts of money have been spent on HMRC computer systems, which appear to be less than robust, to put it generously. Is it too much to ask that suppliers provide a system that will work, or suffer severe financial penalties if it proves not to?
There were reports yesterday of taxpayers calling HMRC to complain about the crashing system to be told "You shouldn't have left it until the last minute." I don't think HMRC is in a good position to complain on this score, having had ample opportunity to observe taxpayer behaviour over 10 previous years of self-assessment (which has always reflected a tendency to brinksmanship) and still failed to put in place a system capable of coping with that tendency.
And then, on top of lost data, two-tier security systems for taxpayers and crashing computer systems, the man who has become synonymous with self-assessment, Adam Hart-Davis, was interviewed on the radio about the latest HMRC disaster. During his interview he delivered himself of the entirely reasonable opinions that the Inland Revenue and HM Customs & Excise merger has caused internal problems, and that the tax system is far too complicated. He then said that he considered that his time as HMRC's self-assessment frontman was probably up, which may now prove to be a self-fulfilling prophecy!
The ultimate irony is undoubtedly HMRC's high profile ad campaign to remind taxpayers of the 31 January deadline, which has now become the 1 February deadline thanks to their own failing systems. How easily, one wonders, can those systems be adapted to avoid penalising those who file returns today, or will we spend weeks and months fighting off erroneous penalty notices on behalf of our clients?
It cannot of course be pure coincidence that all of these things are going horribly wrong at a time when HMRC is shedding staff at a dramatic rate and my sources within HMRC (yes we do talk to each other about things other than tax) are telling me that staff morale is declining dramatically. So perhaps the hard-pressed and overworked HMRC staff who remain are as entitled as those of us in the tax profession to say "Give us the tools and we will finish the job."
Mark Simpson
1 February 2008