Service Levels
Description
Review Inland Revenue Authority of Singapore service-level performance against published targets from financial year 2006 through 2024. The CSV reports financial year, service standard description, target, and achieved outcomes for taxpayer service quality monitoring. Footnotes document changes such as appointment-based interviews from FY2015/16 and revised appointment standards from FY2021, supporting public-sector service research and IRAS accountability analysis.
Official description
* FY2015/16, ”Attend to taxpayers within 20 minutes” applies to the period April to September 2015. * FY2015/16, ”Attend to taxpayers with appointments within 15 minutes” applies to the period October 2015 to March 2016, following the introduction of appointment-based interviews in October 2015. * From FY2021: The appointment service standard target was revised from 100% to 80% due to considerations during the COVID-19 pandemic. The target and achieved figures represent the percentage of appointments handled within the specified timeframe. For example, a target of 80% and an achieved rate of 84% means that 84% of appointments were handled within the specified timeframe, against a target of 80%. * “Reply to emails within 5 working days” was previously termed “Reply to case-specific enquiry emails within 5 working days”. * The service performance indicators are rounded-off figures.
- Last updated
- Coverage
- 2006-01-01 – 2025-01-01
- Rows
- 124
- Columns
- 4
Data
| Financial Year | Service Standards | Target | Achieved |
|---|---|---|---|
| 2006 | Answer telephone calls within 2 minutes | 75 | 72 |
| 2006 | Reply to case specific enquiry emails within 5 working days | 80 | 86 |
| 2006 | Respond to correspondences within 15 working days | 80 | 85 |
| 2006 | Attend to taxpayers within 20 minutes | 80 | 79 |
| 2006 | Issue refunds (Within 14 days) | 90 | 85.3 |
| 2006 | Issue refunds (Within 30 days) | 100 | 95.8 |
| 2007 | Answer telephone calls within 2 minutes | 75 | 79 |
| 2007 | Answer telephone calls within 1 minute (Non-peak) | 85 | 79 |
| 2007 | Answer telephone calls within 1 minute (Peak) | 70 | 69 |
| 2007 | Reply to case specific enquiry emails within 5 working days | 80 | 94 |
| 2007 | Respond to correspondences within 15 working days | 80 | 83 |
| 2007 | Attend to taxpayers within 20 minutes | 80 | 87 |
| 2007 | Issue refunds (Within 14 days) | 90 | 93 |
| 2007 | Issue refunds (Within 30 days) | 100 | 99.9 |
| 2008 | Answer telephone calls within 2 minutes | 75 | 85 |
| 2008 | Answer telephone calls within 1 minute (Non-peak) | 85 | 85 |
| 2008 | Answer telephone calls within 1 minute (Peak) | 70 | 66 |
| 2008 | Reply to case specific enquiry emails within 5 working days | 80 | 93 |
| 2008 | Respond to correspondences within 15 working days | 80 | 86 |
| 2008 | Attend to taxpayers within 20 minutes | 80 | 86 |
| 2008 | Issue refunds (Within 14 days) | 90 | 94.3 |
| 2008 | Issue refunds (Within 30 days) | 100 | 99.9 |
| 2009 | Answer telephone calls within 1 minute (Non-peak) | 85 | 86 |
| 2009 | Answer telephone calls within 1 minute (Peak) | 70 | 74 |
| 2009 | Reply to case specific enquiry emails within 5 working days | 80 | 93 |
Columns
| Column | Type | Categorical |
|---|---|---|
| Financial Year | Year (YYYY) | Yes |
| Service Standards | Text | Yes |
| Target | Text | Yes |
| Achieved | Text | No |