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Don't hang up?
HMRC’s telephone performance is in the spotlight again with HMRC chief executive Lin Homer’s recent appearance before the House of Commons public accounts committee. She acknowledged that in the first half of this year answering rates were “dipping down towards 50%” but also made the point that there had been additional investment since and that rates were improving.
A key question is how this affects HMRC’s digital strategy. There are two schools of thought. The first is: “If HMRC can’t even answer the phones there is no chance of them being able to cope with the complexities of a digital world.” The second is: “These figures underline the importance of moving forward as fast as possible with a digital strategy so that people don’t need to make the calls in the first place.” I suspect that the answer lies somewhere between these...
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