Government Agency Helplines Response Times 2023-06-22
2023-06-22
TAGS
Response quality
Questions & Answers
Q1
Partial Answer
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Context
The MP is concerned about the long wait times and poor service on government agency helplines, affecting constituents' ability to receive timely assistance.
I am concerned about the frustration my constituents feel when waiting on government agency helplines. Will the Government take steps with Cabinet colleagues to improve response times?
We know the frustration that my hon. Friend's constituents, and indeed all constituents, feel when they are kept waiting on helplines. Departmental helplines are not managed or run centrally, and therefore each Department is responsible for its own helplines and for response times and waiting times. However, I know His Majesty's Revenue and Customs has recognised that its customer services have not been good enough recently and is taking steps to improve them.
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Assessment & feedback
Did not provide a specific commitment or timeline from the Cabinet to address the issue across all departments.
Response accuracy
Q2
Partial Answer
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Context
With a high percentage of HMRC staff working remotely and long wait times on helplines, the MP is concerned about the quality of service provided by HMRC, particularly during the busy self-assessment period.
Two thirds of HMRC staff are currently working from home. HMRC takes more than 20 minutes to answer calls on average, and has shut down its busy self-assessment helpline over the summer. Will my hon. Friend take action, together with His Majesty's Treasury, to address the presently appalling level of customer service at HMRC?
I am sure my colleagues in HMRC will have heard my hon. Friend's comments.
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Assessment & feedback
Did not address any specific actions or commitments to improve HMRC's customer service.
Response accuracy