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