Source · Select Committees · Business and Trade Committee
Recommendation 14
14
Reconsider adequacy of HMRC’s 85% call answering target and fund an uplift for SMEs.
Recommendation
Reiterating the recommendation of the Public Accounts Committee, HMRC should ensure it understands how far its digital services can replace telephone services and what level of telephone service it needs to retain to meet the needs of small businesses. Given the importance of telephone services to SMEs, the Government should reconsider whether the 85% target is adequate and fund an uplift. (Recommendation, Paragraph 63)