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Revenue and Customs

Treasury written question – answered on 27th June 2012.

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Photo of Michael Weir Michael Weir Shadow SNP Spokesperson (Business), Shadow SNP Spokesperson (Energy and Climate Change)

To ask the Chancellor of the Exchequer pursuant to the answer to the hon. Member for Carmarthen West and South Pembrokeshire of 18 June 2012, Official Report, column 725W, on HM Revenue and Customs and with reference to the answer to the hon. Member for Walthamstow of 30 April 2012, Official Report, column 1208W, on revenue and customs, what service level agreements are in place; when the service level agreements were last benchmarked against the customer service targets of private and public sector organisations; and which organisations were used for benchmarking purposes.

Photo of David Gauke David Gauke The Exchequer Secretary

HMRC has recently produced a three year business plan for 2012-15. One of the performance indicators within the plan is that, by March 2015, customers can expect that HMRC will be answering 90% of the telephone calls made.

The number of call attempts handled is widely accepted as a standard measure of performance across the wider contact centre industry. HMRC has not specifically measured this indicator against customer service targets of private and public sector organisations.

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