Wednesday's Guardian "Notes and Queries" has a piece on the Inland Revenue, being a very good example of the benefits that reducing process cycle time could bring to both themselves and their customers.
First of all, the writer is complaining of receiving a demand for underpaid tax of 3p. The accountant's reply is that the Revenue don't actively seek payment of very small amounts - but they do have an automated system which sends out letters without anybody ever doing a sense check.
The other piece of Revenue nonsense is that the accountant routinely has clients' tax returns in by the Jan 31st deadline - they then have to spend the next three months reassuring clients who have received late payment notices. The problem is it takes far too much time for the Revenue to process the documents. This means that any document not processed by the deadline (even if in well before time) will automatically result in a penalty notice being issued.
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