HMRC measure their telephony performance through average speed to answer and the percentage of customers needing to wait over 10 minutes.<\/p>
In 2018-19, for customers who needed to speak to an adviser after going through the automated telephone system, HMRC\u2019s average speed of answer was narrowly outside the five minute target at 5:14 mins. 19.7% of customers waited longer than ten minutes to be connected to an adviser, which is outside HMRC\u2019s 15% target.<\/p>
HMRC do not record complaints data broken down to this level of detail so the information requested is not readily available and could be provided only at disproportionate cost.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/3991", "label" : {"_value" : "Biography information for Jesse Norman"} } , "answeringMemberConstituency" : {"_value" : "Hereford and South Herefordshire"} , "answeringMemberPrinted" : {"_value" : "Jesse Norman"} , "dateOfAnswer" : {"_value" : "2019-07-24", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2019-07-24T07:14:23.973Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "14"} , "answeringDeptShortName" : {"_value" : "Treasury"} , "answeringDeptSortName" : {"_value" : "Treasury"} , "date" : {"_value" : "2019-07-19", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Revenue and Customs: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Chancellor of the Exchequer, what the (a) longest and (b) average response time was to answer an HMRC helpline; and how many complaints about telephone response times to those helplines have been made in the last six months for which figures are available.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/1548", "label" : {"_value" : "Biography information for Jessica Morden"} } , "tablingMemberConstituency" : {"_value" : "Newport East"} , "tablingMemberPrinted" : [{"_value" : "Jessica Morden"} ], "uin" : "279394"} ], "itemsPerPage" : 10, "page" : 0, "startIndex" : 1, "totalResults" : 1, "type" : ["http://purl.org/linked-data/api/vocab#ListEndpoint", "http://purl.org/linked-data/api/vocab#Page"]} }