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.

Document

ADL live evaluation

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Details

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