Source · Select Committees · Public Accounts Committee
Recommendation 7
7
Accepted
HMRC provides limited and delayed information on customer telephone waiting times.
Recommendation
We asked whether HMRC provides customers with information on expected call waiting times. It said it provides this information on many of its helplines, but the information is limited to the average call waiting time from the previous day rather than a current waiting time. HMRC explained this was another limitation of its telephone platform.12 4 Customer service, paras 3, 12 5 Customer service, para 1.5 6 Report on 2023–24 Accounts, para 8; Customer service, para 4 7 HMRC Customer Service and Accounts 2023–24 - Written evidence - Committees - UK Parliament 8 Customer service, para 1.9 9 Q 51 10 Q 54 11 Q 58 12 Qq 57, 67-68 8 Resources for meeting customer demand on the telephone
Government Response Summary
HMRC will procure a new Contact Service platform in Spring 2025 to be in place in 2026-27, that gives customers an indication of likely wait time and call back options.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Target implementation date: March 2027 1.12 HMRC already - gives customers an indication of likely wait time on some helplines and is actively exploring the use of call backs using their current service. The department will be launching the procurement of a new Contact Service platform in the spring of 2025 with an expectation that it will be in place in 2026-27. The requirements for that new service meet those set out in this recommendation.