Letter from Chairman, HM Revenue &
Customs to Committee Chairman
In advance of the hearing, I thought it might
be helpful to the Committee if I provided some updated figures
that have become available since the publication of the NAO Report
in April.
| Ref in NAO report
| | NAO Report 2006-07 10 mths to end Jan)
| Year end 2006-07 |
| para 2.8 | Average wait before call answered
| 43 seconds | 45 seconds |
| para 2.8 | % Calls answered in 20 seconds
| 73% | 71.90% |
| para 2.9 | Callers answered on day
| 95% | 94.40% |
| para 2.9 | Number of busy/engaged
| 10.3 million | 11 million |
| para 2.8 fig 7 | Calls handled
| 18.5 million | 22.5 million
|
| para 4.8 | Accuracy and completeness of telephone advice
| 94% | 95% |
UPDATED SURVEY
RESULTS
Paragraph 3.6 gives figures from the 2005 Annual Customer
Service Survey for the ease with which customers say they understand
and can complete some key forms. We now have the corresponding
figures from the 2006 survey:
| NAO report (based on 2005 Survey)
| 2006 Survey |
| Para 3.6 1st bullet | "85% per cent of taxpayers who said they found the SA tax return easy to complete"
| 87% |
| Para 3.6 2nd bullet | "just over three quarters found the coding notice easy to understand"
| 79% |
TELEPHONE HELPLINES
| Figures quoted in the report from the rolling survey of contact centre customers
| Figures to the end of Q2 2007-08 |
| Para 3.22 | 92% of callers to taxes helplines were satisfied with the ease of understanding of their call
| 94% |
| Para 3.22 | 86% were satisfied with the usefulness of the response received.
| 87% |
Paul Gray CB
24 October 2007
| 
