NAO to report on taxman’s customer service performance

by Calum Fuller

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15 Aug 2012

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National Audit Office

A REPORT on the taxman's level of customer service is to be produced this winter by the National Audit Office.

The study will analyse the service taxpayers receive on the telephone, online and in written communications, as well as the extent to which HM Revenue & Customs understands and meets customers' needs and expectations.

The NAO will also examine the taxman's customer service strategy and how it proposes to improve its service with fewer staff.

This month, HMRC announced it will be recruiting an additional 1,000 staff to man its call centres as it attempts to meet its target of taking 90% of calls.

Just 48% of call attempts were handled in 2010/11, but improvements took the success rate to 74% in 2011/2012.


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