Treasury written question – answered at on 11 July 2013.
To ask the Chancellor of the Exchequer what assessment he has made of the proportion of callers to HM Revenue and Customs contact centres who require the enhanced level of support the Needs Enhanced Support model seeks to provide; and what the annual cost will be of providing such support.
HMRC expects around 1.5 million customers to need an enhanced level of support. Based on published research, HMRC estimates that many of those customers use alternative sources of help, such as using voluntary and community sector organisations independent of HMRC, for advice. Of the total population of callers to HMRC contact centres, HMRC believes that c1.3% will require enhanced support under the proposed new model of additional help by phone and only some of those will go on to require a face-to-face meeting with an adviser. The current Needs Enhanced Support (NES) pilot will help to test this assumption.
Annual running costs have been estimated at £22 million based upon pre-pilot assumptions. These figures will be reviewed using the insight we gain from the Pilot.
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