Research and analysis

HMRC's Agent Dedicated Line: evaluation of service

Research on HMRC's phone line for agents, looking at the performance of the Agent Dedicated Line and ways the service could be improved.


ADL live evaluation

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email Please tell us what format you need. It will help us if you say what assistive technology you use.


This research report is a follow-up to the initial evaluation in February and March 2008 (Stepping Stones part 1) to assess customer attitudes towards the HM Revenue and Customs’ (HMRC’s) Agent Dedicated Line (ADL). It looks at whether the ADL is fit for purpose and whether it can be improved.

Published 3 February 2011