Staff at Revenue and Customs have raised doubts about the effectiveness of senior management and its ability to manage change.
They said that working in their area of the department had deteriorated in the past year.
As part of the first internal survey of the combined department – formerly Inland Revenue and Customs and Excise – staff also questioned whether tens of millions of pounds spent on IT work since 2004 has improved customer service.
But more positively for Revenue and Customs, the survey showed that more people were satisfied with their jobs than dissatisfied.
A large majority praised the department for encouraging teamworking and most think Revenue and Customs is committed to the idea of good customer service.
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Over three weeks in May and June, more than 7,000 Revenue and Customs employees completed an online form. It was one of the biggest surveys undertaken by any department of its staff and produced a response rate of 70%.
The findings were published in an internal Revenue newspaper, OneHMRC, and reported by Personnel Today’s sister publication Computer Weekly.
