Independent report

SSAC Occasional Paper 17: Telephony in DWP and HMRC: an update

This report considers telephony performance at the Department for Work and Pensions (DWP) and HM Revenue & Customs (HMRC).

Documents

SSAC Occasional Paper 17: Telephony in DWP and HMRC: an update

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Details

This report considers progress made by the Department for Work and Pensions (DWP) and HM Revenue & Customs (HMRC) on telephony since 2009. It identifies which of the committee’s recommendations were acted on and makes new recommendations.

The committee published SSAC Occasional Paper 7: Telephony in DWP and HMRC in September 2009.

We published the government’s response to this report on 17 November 2016.

Published 21 July 2016
Last updated 17 November 2016 + show all updates
  1. Added a link to the government's response to this report.
  2. Added a link to the government's interim response.
  3. First published.