As they also note:
Performance has improved from 48% of calls handled in 2010/11 to 74% in 2011/12, but HMRC said more needed to be done to provide a better service.
Those statistics are astonishing. So badly has HMRC been denuded of staff, and so low was morale under Dave Hartnett, that less than half of phone calls were answered.
As the number of people at HMRC has declined the rate at which phone calls are answered has risen.
Ritchie uses this as an argument in favour of increasing the number of people at HMRC.