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<p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular
and frequent communications including weekly and monthly meetings as well as other
discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract
between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix
have considered around 667,000 cases of which around 103,000 cases have been amended</p><p>
</p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15,
£122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total
to date is £284.1 million since commencement of the contract in November 14.</p><p>
</p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout
the contract period to date.</p><p> </p><p>Since the contract variation in October
2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber
failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators.
During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since
the start of the contract, the average waiting time for SYNNEX-Concentrix to answer
telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for
one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract
commenced in November 2014 to mid-August 2016, the average length of time taken between
SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix
making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous,
but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix
to review the case after the initial decision has been made.</p><p>There are currently
no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are
over the target timescale. The table below provides the number of mandatory reconsiderations
and appeals that have been received in each financial year since the commencement
of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number
Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins
class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins
class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins
class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins
class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number
Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins
class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins
class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins
class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins
class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number
of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the
same period. The total number of Mandatory Reconsiderations received is about 1.6%
of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked
to provide information within 30 days when undergoing checks for error and fraud.</p><p>
</p><p>The information about the estimate of the number of recipients of child tax
credit and working tax credit whose payments have been erroneously stopped in each
year from 2010 to date is not available in the form requested.</p><p> </p><p>However,
if a claimant believes that an incorrect decision<del class="ministerial">s</del>
has been made, they are able to request a review (now known as a Mandatory Reconsideration).
If a claimant believes the review decision to be wrong, they may appeal to an independent
tribunal. During reviews or at appeal, additional information is often provided that
could have supported the original claim, had it been made available earlier in the
process. The proportion of reviews and appeals that result in the original decision
being changed remains small in proportion to the total number of cases processed.</p><p>
</p><p>Tax credits are often reinstated when information to support the claim is provided
after the initial decision has been taken. Since November 2014 to mid-August 2016
the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration.
Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions
following consideration of customer appeals from a total of around 660,000 cases where
SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information
on how many of these were reinstated following a cancellation and how many were adjusted
following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity,
HMRC does not disclose its intent around either Clauses B5 or E6 of the contract.
For similar reasons, HMRC does not publish the reports completed at the end of each
Measurement Period at this time nor disclose the number and value of fines and penalties
incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
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