Laurence Robertson – 2016 Parliamentary Question to the HM Treasury

The below Parliamentary question was asked by Laurence Robertson on 2016-01-21.

To ask Mr Chancellor of the Exchequer, what steps HM Revenue and Customs (HMRC) has taken to reduce the number of unnecessary customer calls to HMRC telephone lines.

Mr David Gauke

HM Revenue and Customs has deployed a Demand Management approach since 2010 to reduce unnecessary telephony demand. This approach includes reengineering business processes, improving forms and guidance to provide greater clarity for customers and introducing a “Once and Done” approach on calls, where possible.