Revenue and Customs: Telephone Services
(asked on 21st January 2016) - View Source
Question to the HM Treasury:
To ask Mr Chancellor of the Exchequer, what steps HM Revenue and Customs (HMRC) has taken to reduce the number of unnecessary customer calls to HMRC telephone lines.
This question was answered on 28th January 2016
HM Revenue and Customs has deployed a Demand Management approach since 2010 to reduce unnecessary telephony demand. This approach includes reengineering business processes, improving forms and guidance to provide greater clarity for customers and introducing a “Once and Done” approach on calls, where possible.