Thirty-sixth Report of Session 2012-13
Author: Great Britain: Parliament: House of Commons: European Scrutiny Committee
Publisher: The Stationery Office
Published: 2013-03-28
Total Pages: 66
ISBN-13: 9780215055491
DOWNLOAD EBOOK →Author: Great Britain: Parliament: House of Commons: European Scrutiny Committee
Publisher: The Stationery Office
Published: 2013-03-28
Total Pages: 66
ISBN-13: 9780215055491
DOWNLOAD EBOOK →Author: Great Britain: Parliament: House of Commons: European Scrutiny Committee
Publisher: The Stationery Office
Published: 2011-07-14
Total Pages: 120
ISBN-13: 9780215560629
DOWNLOAD EBOOK →Thirty-sixth report of Session 2010-12 : Documents considered by the Committee on 6 July 2011, including the following recommendations for debate, preparation of the 2012 EU Budget; financial assistance to Member States: Ireland; economic governance: the
Author: Great Britain: Parliament: House of Commons: European Scrutiny Committee
Publisher: The Stationery Office
Published: 2013-01-21
Total Pages: 116
ISBN-13: 9780215052414
DOWNLOAD EBOOK →Author: Great Britain. Parliament. House of Commons. European Scrutiny Committee
Publisher: The Stationery Office
Published: 2015
Total Pages: 141
ISBN-13: 0215083784
DOWNLOAD EBOOK →Author: Great Britain. Parliament. House of Commons. European Scrutiny Committee
Publisher: The Stationery Office
Published: 2014
Total Pages: 108
ISBN-13: 0215081005
DOWNLOAD EBOOK →Author: Great Britain: Parliament: House of Commons: Committee of Public Accounts
Publisher: The Stationery Office
Published: 2013-03-18
Total Pages: 36
ISBN-13: 9780215055231
DOWNLOAD EBOOK →In 2011-12, 20 million phone calls to HMRC were not answered. It cost the callers £136 million while they waited to speak to an adviser. And, against its target of responding to 80% of letters within 15 days, the department managed to reply to just 66%. Officials are beginning to realize that good customer service lies at the heart of any strategy to maximize revenues while cutting costs. Callers will no longer be forced to use the more expensive 0845 numbers. Other planned changes include the resolution of more queries first time and a call-back service where this is not possible. However, HMRC's new target of answering 80% of calls within five minutes is still woefully short of the industry standard of answering 80% of calls within 20 seconds. Just how the department is going to improve standards of customer service, given the prospect of its having fewer staff and receiving a higher volume of calls, is open to question. HMRC plans to cut the number of customer-facing staff by a third by 2015. At the same time, the stresses associated with introducing the Real Time Information System, Universal Credit and changes to child benefit are likely to drive up the number of phone calls to the department. HMRC is also to close all of its 281 enquiry centres which give face-to-face advice to customers. HMRC considers that it will be able to improve service standards by using its staff more flexibly. It may need to put in additional resources, though, to avoid the kind of plummeting performance we have seen in the past
Author: Great Britain: Parliament: House of Commons: European Scrutiny Committee
Publisher: The Stationery Office
Published: 2013-02-18
Total Pages: 92
ISBN-13: 9780215054227
DOWNLOAD EBOOK →Author: Great Britain: Parliament: House of Commons: European Scrutiny Committee
Publisher: The Stationery Office
Published: 2012-07-03
Total Pages: 82
ISBN-13: 9780215046642
DOWNLOAD EBOOK →Author: Great Britain: Parliament: House of Commons: European Scrutiny Committee
Publisher: The Stationery Office
Published: 2013-03-11
Total Pages: 106
ISBN-13: 9780215055170
DOWNLOAD EBOOK →Author: Stationery Office (Great Britain)
Publisher:
Published: 2016
Total Pages: 304
ISBN-13:
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