NAO to report on taxman’s customer service performance

NAO to report on taxman’s customer service performance

The National Audit Office will report on the standard of the taxman's customer services

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.

 

Share

Subscribe to get your daily business insights

Resources & Whitepapers

Why Professional Services Firms Should Ditch Folders and Embrace Metadata

Professional Services Why Professional Services Firms Should Ditch Folders and Embrace Metadata

3y

Why Professional Services Firms Should Ditch Folde...

In the past decade, the professional services industry has transformed significantly. Digital disruptions, increased competition, and changing market ...

View resource
2 Vital keys to Remaining Competitive for Professional Services Firms

2 Vital keys to Remaining Competitive for Professional Services Firms

3y

2 Vital keys to Remaining Competitive for Professi...

In recent months, professional services firms are facing more pressure than ever to deliver value to clients. Often, clients look at the firms own inf...

View resource
Turn Accounts Payable into a value-engine

Accounting Firms Turn Accounts Payable into a value-engine

3y

Turn Accounts Payable into a value-engine

In a world of instant results and automated workloads, the potential for AP to drive insights and transform results is enormous. But, if you’re still ...

View resource
Digital Links: A guide to MTD in 2021

Making Tax Digital Digital Links: A guide to MTD in 2021

3y

Digital Links: A guide to MTD in 2021

The first phase of Making Tax Digital (MTD) saw the requirement for the digital submission of the VAT Return using compliant software. That’s now behi...

View resource