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HMRC internal manual

Shared Workspace Business Manual

HMRC Business Authorising Officer: General Management of Activity Inbox

HMRC Business Authorising Officers (BAOs) are collectively responsible for managing theBAO Activity Inbox of their Room.

The Inbox must be effectively managed to maintain HMRC customer service standards.

Failure to do so will lead to delays in approving requests, such as to add a new CustomerMember to a Room SW04235. Until approved the Customer Member isunable to register and enrol for the Shared Workspace online service.

The BAOs of each Room must ensure they have a process in place to effectively manage theBAO Activity Inbox. Consideration must be given to issues such as covering BAO absencesfrom the office, customer targets and expectations and covering their Business Unit’sdaily hours of business.

Poor management will result in complaints which will be detrimental to the professionalimage of both HMRC and Shared Workspace.