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348407

registered interest
date	03/06/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask Mr Chancellor of the Exchequer, pursuant to the Answer of 1 June 2015 to Question 4, what the reason was for the size of the reduction in the percentage of calls handled by HM Revenue and Customs contact centres within five minutes in the first two quarters of 2015.
tabling member constituency	Birmingham, Northfield
tabling member printed	Richard Burden
uin	984
answer	answer is ministerial correction date of answer 08/06/2015 answer text <p>HM Revenue &amp; Customs (HMRC) handles 50 million calls a year from customers. The department is working hard to improve its performance. The percentage of calls handled will fluctuate annually and quarterly and is directly affected by customer demand.</p><p> </p><p> </p><p> </p><p>HMRC has taken a number of steps including the introduction of a new telephony platform that will improve performance in the longer term. HMRC has recruited more than 2,000 staff to its customer service teams and is expanding the resource available at evenings and weekends when many customers choose to call. They have also launched an online service for Tax Credit customers that will enable them to renew their claims without calling at all and, as in previous years, are moving up to 1,500 extra staff from across the department to support the Tax Credits peak in demand.</p><p> </p><p> </p><p> </p> answering member constituency South West Hertfordshire answering member printed Mr David Gauke grouped question UIN 976 question first answered 08/06/2015 15:12:50 answering member 1529 label Biography information for Mr David Gauke
tabling member	301 label Biography information for Richard Burden

348409

registered interest
date	03/06/2015
answering body	HM Treasury
answering dept id	14
answering dept short name	Treasury
answering dept sort name	Treasury
hansard heading	Revenue and Customs: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask Mr Chancellor of the Exchequer, pursuant to the Answer of 1 June 2015 to Question 4, what steps he is taking to increase the proportion of calls handled by HM Revenue and Customs' Contact Centre within five minutes.
tabling member constituency	Birmingham, Northfield
tabling member printed	Richard Burden
uin	976
answer	answer is ministerial correction date of answer 08/06/2015 answer text <p>HM Revenue &amp; Customs (HMRC) handles 50 million calls a year from customers. The department is working hard to improve its performance. The percentage of calls handled will fluctuate annually and quarterly and is directly affected by customer demand.</p><p> </p><p> </p><p> </p><p>HMRC has taken a number of steps including the introduction of a new telephony platform that will improve performance in the longer term. HMRC has recruited more than 2,000 staff to its customer service teams and is expanding the resource available at evenings and weekends when many customers choose to call. They have also launched an online service for Tax Credit customers that will enable them to renew their claims without calling at all and, as in previous years, are moving up to 1,500 extra staff from across the department to support the Tax Credits peak in demand.</p><p> </p><p> </p><p> </p> answering member constituency South West Hertfordshire answering member printed Mr David Gauke grouped question UIN 984 question first answered 08/06/2015 15:12:50 answering member 1529 label Biography information for Mr David Gauke
tabling member	301 label Biography information for Richard Burden